The value of visible work: Operational transparency in digital healthcare interfaces

Hospitals have been competing to provide the best services in order to gain patient loyalty. Patient loyalty can be assessed from patient satisfaction and experience during hospitalization. This study aims to analyse the influence of patient experience and patient satisfaction on patient loyalty in the Outpatient Installation of Darmo Hospital. An analytical observational study using a cross-sectional approach was used in this study. The sample used in this study was 181 patients who were treated in the outpatient installation of Darmo Hospital Surabaya, selected using proportionate stratified random sampling technique. The independent variables in this study were patient experience and satisfaction, while the dependent variable was patient loyalty. Data was collected using a questionnaire and analyzed using logistic regression. The results showed a significant influence of patient experience on satisfaction (0.0001), patient experience on loyalty (0.0001), and satisfaction on loyalty (0.0001). Patient loyalty can be achieved by improving and enhancing patient experience, as better patient experience leads to increased patient satisfaction and loyalty towards the hospital. To gain patient loyalty, hospital services must be improved based on feedback in accordance with patients' wishes.

BackgroundDigital healthcare aims to deliver on the quadruple aim: enhance patient experiences, improve population health, reduce costs and improve provider experiences. Despite large investments, it is unclear how advancing digital health enables these healthcare aims. ObjectiveOur objectives were to: 1) measure the correlation between digital capability and health system outcomes mapped to the quadruple aim, and 2) measure the longitudinal impact of electronic medical record implementations upon health system outcomes. Materials and methodsWe undertook two studies: 1) Digital health correlational study investigating the association among healthcare system capability and healthcare aims, and 2) Digital hospital longitudinal study investigating outcomes pre and post electronic medical record implementation. ResultsDigital health capability was associated with lower staff turnover. Digitising healthcare services was associated with decreased medication errors, decreased nosocomial infections, increased hospital activity, and a transient increase in staff leave. DiscussionThese results suggest positive impacts on the population health and healthcare costs aim, minimal impacts on the provider experience aim and no observed impacts to the patient experience aim. ConclusionThese findings should provide confidence to healthcare decision-makers investing in digital health.

PurposeWhen creating and managing patient loyalty, medical institutes always focus on medical technicians, overall healthcare quality, and hospital brands, and the role of nursing seems to be underappreciated. Empirical evidence about the relationship between patient experience with nursing care and patient loyalty is limited, especially in the Chinese healthcare system. This study aimed to explore to what extent patient experience with nursing care influences patient loyalty to the hospital and the impact routes.Patients and MethodsThis study is a multicenter cross-sectional survey. The STROBE was selected as the checklist in this study. Patient experience with nursing care, patient satisfaction and patient loyalty were collected from 1469 inpatients in three hospitals in China through a paper-based survey. Data were analyzed using SPSS and AMOS software; a structural equation model was established to explore the effect of patient experience with nursing care and satisfaction on patient loyalty using the PROCESS macro.ResultsThere were significant direct and indirect effects between patient experience with nursing care and patient loyalty, explaining 32.0% of patient loyalty variance. Patient experience with nursing care had a direct and positive impact on patient loyalty (β=0.298, P<0.01), and better patient experience with nursing care was directly associated with better patient loyalty. In addition, the results also revealed the effect of patient experience with nursing care on patient loyalty was partially mediated by patient satisfaction with nursing care and overall hospital services (β=0.162, P<0.01).ConclusionThis study confirmed the importance of nursing care in creating patient loyalty; improving the patient experience with nursing care would be beneficial to patient loyalty. When creating patient loyalty, hospital administrators and nursing managers should make efforts to develop positive patient experience of nursing care in daily clinical practice through organizational changes, culture shaping and staff education.

The COVID-19 pandemic impacts all sectors and aspects of life, including in health care facilities. To meet the demands of improving health care quality, public hospitals must continue to strive to increase patient satisfaction and loyalty. However, previous studies did not provide much insight into patient satisfaction and loyalty in public hospitals during the COVID-19 pandemic. This study reviewed at articles that discussed factors and strategies for increasing patient satisfaction and loyalty in public hospitals during the COVID-19 pandemic.This study employs a narrative review method to examine 12 research articles on patient satisfaction and patient loyalty published between January 2020 and December 2021 on the Science Direct, Google Scholar, and ProQuest databases. During a pandemic, the overall quality of health services contributes to patient satisfaction. Furthermore, hospital image, patient experience, patient trust, quality of service, customer value, perceived value, hospital health promotion, and service innovation all have an impact on patient satisfaction and loyalty. This review identified the determinants of patient loyalty and patient satisfaction in public hospitals during the COVID-19 pandemic, allowing them to meet the demands of meeting service quality targets.

As front-line caregivers in high-risk settings, intensive care unit (ICU) nurses worldwide play a pivotal role in redefining patient-centered critical care. Their daily practices not only influence individual patient outcomes and experiences but also provide transferable insights that can inform evidence-based and humanistic models of care. By examining how ICU nurses improve patient experiences-through structured communication frameworks, family engagement protocols, and innovative approaches to pain management-we can integrate these strategies into clinical workflows, professional education, and policy development. Such efforts have the potential to elevate service awareness among ICU nursing teams globally, improve care quality, and address persistent gaps in patient satisfaction. To assess the practices of ICU nurses in enhancing patient experience in a specific province of Western China and to identify key influencing factors, providing insights that can inform ICU practices globally. A cross-sectional survey was conducted from August to September 2024 using convenience sampling. It involved 242 ICU nurses from 43 tertiary hospitals and 19 secondary or lower-tier hospitals in the province. The research team's self-designed questionnaire gauged the nurses' contributions to patient experience enhancement. Out of 242 distributed questionnaires, 226 were valid, yielding a response rate of 93.4%. The proficiency of ICU nurses in improving patient experiences was rated as moderate. While the adherence to a responsibility system in overall nursing was satisfactory, the implementation in areas such as basic care, humanistic nursing, rehabilitative continuity of care, and nursing technology was moderate. Multiple linear regression analysis indicated that hospital level and professional designation significantly influenced the nurses' practices in enhancing patient experiences. The current situation of ICU nursing practices in enhancing patient experience is not optimistic. It is crucial to focus more on the experiential aspects of ICU care. This should involve enhancing both theoretical and practical training for nurses, and improving their awareness and skills in enhancing patient experiences. Additionally, the study highlights the importance of combining resources, technology, and humanistic care, providing valuable insights for ICU practices worldwide. Future efforts should prioritize the development of comprehensive training programs, the establishment of standardized clinical practices, and the promotion of the implementation and evaluation strategies aimed at enhancing the ICU patient experience.

Background It is imperative to deliver exceptional services in order to improve patient contentment and cultivate enduring loyalty in the healthcare sector, which is becoming more competitive. The direct impact of leadership and governance on patient experience and retention remains underexplored, despite the increasing recognition of their role in determining care delivery. This investigation investigates the connections between healthcare organizations’ corporate governance, service quality, patient satisfaction, and loyalty, as well as entrepreneurial leadership. Methods Data were obtained from 384 executive patients in hospitals throughout Indonesia using structural equation modeling (SEM). Results The findings indicate that corporate governance and service quality are considerably improved by entrepreneurial leadership, while patient satisfaction and loyalty are positively impacted by corporate governance. Nevertheless, patient satisfaction was found to be moderately influenced by service quality, while patient loyalty was significantly influenced. As a result, patient satisfaction was demonstrated to be a critical factor in the development of patient loyalty. These results emphasize the importance of high service quality, effective governance, and entrepreneurial leadership in promoting patient satisfaction and loyalty. Conclusions The research offers valuable insights for healthcare managers and policymakers who are interested in enhancing organizational performance and improving patient retention. This research theoretically enhances comprehension of the impact of leadership and governance frameworks on patient retention and service quality. In practical terms, it provides valuable recommendations for hospital administrators and policymakers to improve patient satisfaction and loyalty by implementing effective leadership, robust governance, and continuous service improvement.

The purpose of this research was to investigate the relationship between patient experience and satisfaction and patient loyalty utilizing Halodoc and Alodokter. Direct and indirect impacts between study variables are among the topics that have been investigated. A cross-sectional research approach was employed in this study, which combined quantitative descriptive analysis with an analytic survey. The research included 500 patients who used Halodoc and another 500 individuals who used Alodokter as part of their treatment. The study sample consisted of 286 individuals, including 143 patients who used Halodoc and 143 patients who used Alodokter, who were selected using the proportionate sampling method. An association between patient experience and patient satisfaction was found to be significant (p-value 0.0000.05), while an association between patient experience and patient loyalty was found to be significant (p-value0.0000.05). As an added bonus, there was a direct relationship between customer happiness and customer loyalty, with a p-value of 0.0000.05. The indirect impact of patient experience on patient loyalty and patient satisfaction as a mediator, however, was shown to be statistically significant (p-value = 0.000 0.05) and was found to be significant. This research suggests that telemedicine services are being used more often in health agencies during the COVID-19 pandemic because of the potential advantages it provides, such as its efficiency and the impact it has on patient happiness and loyalty, according to the findings.

BACKGROUND: Patient experience is an indicator in measuring the quality of service by placing patients as the center of service in the hospital. AIM: This study aimed to analyze the effect of patient experience and hospital image on patient loyalty, as well as the influence of patient experience and hospital image on patient loyalty through patient satisfaction variables in Meloy Public Hospital of Sangatta. METHODS: The design of this study was analytic observational design with cross-sectional study approach. This research was conducted at Meloy Public Hospital of Sangatta, East Kutai Regency since May to July 2019. The sample of this study was 110 respondents. The samples were taken in each treatment class at hospital by proportional stratified random sampling. In this study we used a questionnaire and univariate, bivariate, and multivariate analysis using path analysis. RESULTS: Patient experience affected patient satisfaction, hospital image affected patient satisfaction, patient experience did not directly influence patient loyalty, hospital image directly affected patient loyalty, and patient experience and hospital image indirectly affected loyalty patient through patient satisfaction. To the Meloy Public Hospital of Sangatta to maintain the good image of the hospital in providing services to the patient experience is memorable so that the desire arises to reuse hospital services in the future. CONCLUSION: Based on research on the Influence of Patient Experience and Hospital Image on Patient Loyalty in Meloy Public Hospital of Sangatta, East Kutai Regency, researchers formulated the following conclusions: Patient experience influences patient satisfaction at the hospital. The image of the hospital has an effect on patient satisfaction at the hospital. Patient experience does not directly affect patient loyalty in the hospital. The image of the hospital has a direct effect on patient loyalty at the hospital. Patient experience and hospital image have an indirect effect on patient loyalty through patient satisfaction at the hospital.

Objective: This systematic review examines the effectiveness of process improvement approaches in enhancing operational efficiency and patient experience in medical clinics. It aims to identify key strategies, their outcomes, and the barriers to successful implementation. Methods: A comprehensive search was conducted across databases such as PubMed, Scopus, and Web of Science, focusing on studies published between 2016 and 2024. The review included peer-reviewed articles and case studies that evaluated the impact of process improvement methodologies, including Lean Six Sigma, workflow optimization, and digital health technologies. Data extraction and synthesis followed the PRISMA guidelines. Results: The review included 35 studies spanning diverse healthcare settings. Key findings revealed that Lean methodologies and workflow redesign significantly reduced patient waiting times and increased clinic throughput. Digital tools, such as electronic health records and appointment scheduling systems, improved patient satisfaction by streamlining communication and reducing administrative burdens. Barriers to implementation included resource constraints, staff resistance, and technological challenges. Conclusion: Process improvement approaches are instrumental in addressing inefficiencies and enhancing patient experiences in medical clinics. However, successful implementation requires overcoming structural and cultural barriers. This review highlights the need for adaptive strategies tailored to specific clinical contexts and calls for further research on long-term outcomes and scalability of these interventions.

BackgroundIn an increasingly competitive healthcare sector, delivering exceptional services is crucial for enhancing patient satisfaction and fostering long-term loyalty. However, the direct impact of leadership and governance on patient experience and retention remains underexplored. This study examines the relationships between corporate governance, service quality, patient satisfaction, and loyalty, with a particular focus on entrepreneurial leadership in healthcare organizations in Indonesia.MethodsA cross-sectional survey was conducted with 384 executive patients across hospitals in Indonesia. Data were analyzed using structural equation modeling (SEM), with p-values reported to indicate statistical significance.ResultsThe findings reveal that entrepreneurial leadership significantly enhances both corporate governance and service quality. Corporate governance positively influences patient satisfaction and loyalty. Service quality was found to moderately influence patient satisfaction, but had a stronger, direct effect on patient loyalty. Additionally, patient satisfaction emerged as a critical mediator in the development of patient loyalty.ConclusionsThis study provides valuable insights for healthcare managers and policymakers seeking to improve organizational performance and patient retention. Theoretically, it advances the understanding of how leadership and governance frameworks impact patient retention and service quality in the Indonesian context. Practically, the study offers actionable recommendations for hospital administrators to enhance patient satisfaction and loyalty by implementing entrepreneurial leadership, robust governance practices, and continuous service improvement.

This study aims to determine the effect of service quality, brand image, and patient experience on patient loyalty with patient satisfaction as an intervening variable at RAA Soewondo Pati Regional Hospital, Indonesia. The variables in this study are service quality, brand image, patient experience, patient satisfaction, and patient loyalty. This study uses a quantitative approach. This type of research is associative research that tests the influence between variables. The number of samples is 240 respondents from a population of patients who have been hospitalized at RAA Soewondo Pati Regional Hospital, totaling 17,026 patients. Sampling used a non-probability sampling technique with a purposive sampling technique, namely BPJS patients who regularly receive treatment at RAA Soewondo Pati Regional Hospital. Data collection used a questionnaire. Data analysis used SEM on AMOS 24 software. The results of this study are: service quality has a positive and significant effect on patient satisfaction, brand image has a positive and significant effect on patient satisfaction, patient experience has no effect on patient satisfaction, service quality has a positive and significant effect on patient loyalty, brand image has no effect on patient loyalty, patient experience has a positive and significant effect on patient loyalty, and patient satisfaction has no effect on patient loyalty.

Has traditional medicine had its day? The need to redefine academic medicine

The potential of digital technology for improving the health of individuals, communities, and populations is unprecedented. Technological advancements empower individuals to engage in self-monitoring and self-management of their chronic conditions or health and well-being. There is an unparalleled opportunity to reform prevention, health promotion, and healthcare services with lower cost and better reach and accessibility. However, health technologies are often developed without supportive evidence or a user-centred design. This leads to a lack of long-term user engagement in digital public health interventions. Our workshop aims to facilitate a mutual understanding of the specific properties of digital public health tools by creating a space for discussing the various perspectives of such technologies. We want to start a conversation of essential steps for conceptualising, implementing, and evaluating needs-based and society-centred digital public health interventions to improve the acceptability and sustainability of such interventions in users. The workshop will address digital public health tools on different steps and describe the progression as an iterative approach to highlight where these aspects are linked. The first speaker will provide a theory-guided overview of digitalisation in health to create a shared understanding of the terminology for the workshop. This includes the differentiation between digital health and digital public health. The talk will highlight the importance of digital tools for surveillance, monitoring, healthcare, health promotion, and their significant meaning for society. Following this input, the other panellists will guide us through different aspects of digital public health tools: The second speaker will discuss the importance of society-centred designs based on users’ needs rather than on technological advancements for interventions. Our third speaker will present a meta-framework of extended criteria for developing and evaluating digital technologies for public health. The fourth panellist will share Malta's COVID-19 contact tracing app as a case study. He will discuss the challenges and facilitators in implementing and evaluating digital public health interventions. The last presentation will cover the need for governmental support in the future to ensure the success of digital public health interventions and holistic systems. The workshop will take place as a round table discussion. Each panellist will give a short (7 minute) input talk on the specific properties of digital public health tools. After the panellists present their opinion, we will open the floor for a discussion. Here, the audience is invited to share their knowledge and experiences to build a mutual understanding of the crucial steps in digital public health interventions. After the workshop, we will create a white paper on digital public health based on the panellists’ input and the discussion results. Key messages • A mutual understanding of digital public health may facilitate public sector cooperation and aim towards needs-based and society-centred technology development to improve the population's health. • Digital public health offers unique challenges, and there is an opportunity to outline these specific nuances to ensure maximum success in implementing such projects.

This study explores how patient experience influences patient loyalty, with trustworthiness and outcome quality as mediators. In Indonesia, health clinics have been segmented since introducing the national health insurance scheme called BPJS. While universal healthcare was achieved, some patients are willing to pay a premium for better care experiences. Understanding patient loyalty and its antecedents is crucial for maintaining a competitive advantage in private clinics. The study was conducted at a private clinic in Batam, involving 117 patients who visited between October and December 2023. Data were collected using a modified version of the GS-PEQ (Generic Short-Patient Experience Questionnaire) and further analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS4® software. Ten hypotheses were tested to explore the relationships between patient experience, trustworthiness, outcome quality, and patient loyalty. The findings reveal that patient experience positively impacts patient loyalty, which is mediated by trustworthiness. Outcome quality mediates the relationship between patient experience and trustworthiness but does not significantly mediate the relationship between patient experience and patient loyalty. This study highlights the importance of patient experience and trustworthiness in private clinics and suggests the use of GS-PEQ to measure patient experience and achieve competitive advantage.

Hospitals are an integral part of the health care system, where the pharmaceutical installation plays an important role in supporting service quality. Quality pharmaceutical services can improve patient satisfaction and loyalty. This study aims to analyze the effect of service quality on patient satisfaction and loyalty, and to see the mediating role of satisfaction in the relationship. The study was conducted quantitatively with the Structural Equation Modeling–Partial Least Square (SEM-PLS) approach using SmartPLS 4.0. The research locations were RSKDIA Siti Fatimah and RSIA Paramount Makassar, with a population of outpatients of the pharmaceutical installation in 2023. Data collection was carried out through questionnaires and interviews, with a sample of some patients from the total population. The results showed that service quality had a direct and significant effect on patient loyalty, with a greater contribution at RSIA Paramount. Service quality also affected patient satisfaction, and satisfaction had a significant role in mediating the relationship between service quality and loyalty. SERVQUAL dimensions such as reliability, responsiveness, assurance, empathy, and physical aspects are the main determining factors in creating satisfaction. The implementation of the patient-centered care approach has been proven to increase positive patient experiences. In conclusion, improving the quality of comprehensive pharmaceutical services is very important in shaping patient satisfaction and loyalty in hospitals, especially in primary care facilities.