109451
论文已发表
注册即可获取德孚的最新动态
IF 收录期刊
- 3.4 Breast Cancer (Dove Med Press)
- 3.2 Clin Epidemiol
- 2.6 Cancer Manag Res
- 2.9 Infect Drug Resist
- 3.7 Clin Interv Aging
- 5.1 Drug Des Dev Ther
- 3.1 Int J Chronic Obstr
- 6.6 Int J Nanomed
- 2.6 Int J Women's Health
- 2.9 Neuropsych Dis Treat
- 2.8 OncoTargets Ther
- 2.0 Patient Prefer Adher
- 2.2 Ther Clin Risk Manag
- 2.5 J Pain Res
- 3.0 Diabet Metab Synd Ob
- 3.2 Psychol Res Behav Ma
- 3.4 Nat Sci Sleep
- 1.8 Pharmgenomics Pers Med
- 2.0 Risk Manag Healthc Policy
- 4.1 J Inflamm Res
- 2.0 Int J Gen Med
- 3.4 J Hepatocell Carcinoma
- 3.0 J Asthma Allergy
- 2.2 Clin Cosmet Investig Dermatol
- 2.4 J Multidiscip Healthc
已发表论文
新公共服务理论下的门诊流程变革与患者满意度
Authors Cai Z, Wu A, Wang X, Xie H
Received 4 June 2025
Accepted for publication 14 October 2025
Published 29 October 2025 Volume 2025:19 Pages 3349—3361
DOI https://doi.org/10.2147/PPA.S544684
Checked for plagiarism Yes
Review by Single anonymous peer review
Peer reviewer comments 2
Editor who approved publication: Dr Ramón Morillo-Verdugo
Zejun Cai,1 Ali Wu,1 Xiaofeng Wang,1 Haofen Xie2
1Department of Gastroenterology Surgery, First Affiliated Hospital of Ningbo University, Ningbo, Zhejiang, 315010, People’s Republic of China; 2Department of Outpatient, First Affiliated Hospital of Ningbo University, Ningbo, Zhejiang, 315010, People’s Republic of China
Correspondence: Haofen Xie, Department of Outpatient, First Affiliated Hospital of Ningbo University, No. 59 of Liuting Street, Haishu District, Ningbo, Zhejiang, 315010, People’s Republic of China, Tel +8613867889859, Email xiehaofendr@163.com
Objective: To explore the impact of outpatient process transformation guided by new public service (NPS) theory on patient satisfaction.
Methods: A total of 600 outpatients were randomly selected for satisfaction surveys before and after the process transformation, which was designed and implemented based on the principles of NPS theory. The transformation targeted areas with satisfaction scores below 9 points. Data were collected in June–August 2023 (pre-transformation) and June–August 2024 (post-transformation).
Results: After the process transformation, patient satisfaction scores significantly improved across all dimensions, including the medical environment, treatment procedures, service quality, respect for patients, privacy protection, responsiveness to complaints and overall evaluation (all P < 0.05).
Conclusion: The application of NPS theory in outpatient process management effectively enhances patient satisfaction and service quality. This study provides empirical support for the value of patient-centred reforms and offers practical insights for healthcare institutions seeking to improve outpatient services through theory-guided interventions.
Keywords: new public service theory, outpatient service, process transformation, degree of satisfaction
1Department of Gastroenterology Surgery, First Affiliated Hospital of Ningbo University, Ningbo, Zhejiang, 315010, People’s Republic of China; 2Department of Outpatient, First Affiliated Hospital of Ningbo University, Ningbo, Zhejiang, 315010, People’s Republic of China
Correspondence: Haofen Xie, Department of Outpatient, First Affiliated Hospital of Ningbo University, No. 59 of Liuting Street, Haishu District, Ningbo, Zhejiang, 315010, People’s Republic of China, Tel +8613867889859, Email xiehaofendr@163.com
Objective: To explore the impact of outpatient process transformation guided by new public service (NPS) theory on patient satisfaction.
Methods: A total of 600 outpatients were randomly selected for satisfaction surveys before and after the process transformation, which was designed and implemented based on the principles of NPS theory. The transformation targeted areas with satisfaction scores below 9 points. Data were collected in June–August 2023 (pre-transformation) and June–August 2024 (post-transformation).
Results: After the process transformation, patient satisfaction scores significantly improved across all dimensions, including the medical environment, treatment procedures, service quality, respect for patients, privacy protection, responsiveness to complaints and overall evaluation (all P < 0.05).
Conclusion: The application of NPS theory in outpatient process management effectively enhances patient satisfaction and service quality. This study provides empirical support for the value of patient-centred reforms and offers practical insights for healthcare institutions seeking to improve outpatient services through theory-guided interventions.
Keywords: new public service theory, outpatient service, process transformation, degree of satisfaction