Satisfaction on auxiliary departments from clinical departments before, during and after COVID-19 epidemic: a retrospective study

Background The COVID-19 pandemic has become the world’s most significant health crisis of the present era. While existing studies on healthcare satisfaction during COVID-19 have predominately focused on patient-clinical interactions or isolated departmental efficiencies, the critical interdependency between clinical and auxiliary departments remains unexplored, particularly in terms of longitudinal satisfaction dynamics and crisis-induced operational friction. This study aims to provide satisfaction data on auxiliary departments by clinical departments across three pandemic phases: before, during and after Covid-19. Methods Using a retrospective design, we collected satisfaction data from clinical departments toward 8 auxiliary departments (e.g., radiology, pathology) via structured online questionnaires at Central South University Xiangya Third Hospital between 2019 (pre-pandemic), 2020–2021 (strict containment phase), and 2022–2023 (post-restriction phase). A total of 2,697 valid responses were analyzed (2019: n = 470; 2020: n = 474; 2021: n = 714; 2022: n = 515; 2023: n = 544). Satisfaction was assessed using a 5-point Likert scale (2="Unsatisfactory" to 5="Very satisfactory"), with high internal consistency (Cronbach’s α = 0.977–0.993). Statistical analyses included One-way ANOVA with post hoc analysis for inter-year comparisons, Kruskal-Wallis tests for categorical satisfaction trends, and chi-square tests for demographic balance (p < 0.05 significant).We investigated the satisfaction point of 8 auxiliary departments: radiology department, department of ultrasound, nuclear medicine department, pathology department, laboratory department, anesthesiology department, department of pharmacy and surgery center. Results By results analysis we found that in 2020, a year with strict epidemic prevention measures, the satisfaction for auxiliary departments was the lowest, and the satisfaction point gradually increased after 2020. For example, for department of ultrasound, satisfactions for turn round time in 2020 was 4.12, lower than 4.22 (in 2019), 4.14 (in 2021), 4.20 (in 2022), 4.16 (in 2023) (p < 0.05). Similarly, for nuclear medicine department, satisfaction for time of appointment was 4.24 in 2019 but decreased to 4.12 in 2020. It was 4.16 in 2021, 4.17 in 2022 and 4.25 in 2023 (p < 0.05). Conclusions Auxiliary departments should prioritize enhancements in the following areas: communication between radiology and clinical departments, minimizing delays in urgent B-scan waiting times, strengthening radiation safety protocols, optimizing turn around times, and addressing other critical operational aspects[38]. Our research results reinforced that strict epidemic prevention measures may affect satisfaction on auxiliary departments from clinical departments. Auxiliary departments can implement measures such as enhancing communication channels to drive meaningful improvements. These findings underscore the need for hospital administrators to institutionalize communication protocols and resource allocation frameworks developed during the pandemic, suggesting their integration into future emergency preparedness policies. Clinical trial number: not applicable.