Factors associated with homogenization management of outpatient services in multi-campus hospitals: a cross-sectional study based on Structural Equation Model

Background : The multi-campus hospitals have become increasingly prevalent in China over the past few decades, however, how to improve the quality of service and better develop the multi-campus hospitals remain insufficiently understood in the literature. Patient satisfaction is an important indicator of the measurement of service quality. This study aimed to analyze the status of patient satisfaction and its key influencing factors, in order to provide relevant reference on the homogeneous management of service and differentiated strategies aiming at consistent quality in two campuses of a tertiary hospital in Beijing. Methods : A total of 28155 surveys of outpatients who was willing to be investigated and had not been diagnosed with infectious diseases or in a state of emergency were conducted by a cross-sectional study in Beijing, China from January to April 2024. We use a 5-point likert scale with the choices of 1 (very dissatisfied), 2 (dissatisfied), 3 (Normal), 4 (satisfied), and 5 (very satisfied) to measure patient satisfaction. Statistical description, simple and multivariate logistic regression analysis were employed to analyze patient satisfaction and its associated factors. Additionally, the correlation behind the key influencing factors are revealed by the structural equation model. Results : Results of this study showed that the waiting time, responsiveness of patientneeds, doctors’ diagnosis, advice on treatment plan, assistive medical technology, and attitude of doctors are important influencing factors on satisfaction in both campuses. Outpatient environment and hygiene situation of the toilet had a significant effect on the central campus, while guidepost, the service group and patients aged 0-44 are important to explain the differences in the new hospital campus. Conclusion : For the management of multi-campushospitals, more attention should be paid to the waiting time, responsiveness of patientneeds, doctors’ diagnosis, advice on treatment plan, assistive medical technology service, and attitude of doctors in both campuses. In addition, hospital managers should focus on the service group as well as the initial settings in the new campus, while considering the substantial investment in infrastructure in the central campus.