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Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
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Outpatient Process Transformation and Patient Satisfaction Under New Public Service Theory.

Zejun Cai1, Ali Wu1, Xiaofeng Wang1

  • 1Department of Gastroenterology Surgery, First Affiliated Hospital of Ningbo University, Ningbo, Zhejiang, 315010, People's Republic of China.

Patient Preference and Adherence
|November 4, 2025
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Summary

New public service (NPS) theory guided outpatient process transformation, significantly improving patient satisfaction across all measured areas. This patient-centered approach enhances healthcare service quality.

Keywords:
degree of satisfactionnew public service theoryoutpatient serviceprocess transformation

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Area of Science:

  • Healthcare Management
  • Public Administration Theory

Background:

  • Patient satisfaction is a key indicator of healthcare quality.
  • Outpatient services often face challenges impacting patient experience.

Purpose of the Study:

  • To evaluate the impact of outpatient process transformation, guided by New Public Service (NPS) theory, on patient satisfaction.
  • To identify specific areas of improvement in outpatient services.

Main Methods:

  • A quasi-experimental design involving 600 outpatients surveyed before and after process transformation.
  • Transformation focused on areas with patient satisfaction scores below 9 points, based on NPS principles.
  • Data collection occurred over two distinct periods: June-August 2023 (pre) and June-August 2024 (post).

Main Results:

  • Significant improvements in patient satisfaction were observed across all evaluated dimensions post-transformation (P < 0.05).
  • Key areas showing enhancement included medical environment, treatment procedures, service quality, patient respect, privacy, and complaint responsiveness.
  • Overall patient evaluation scores also demonstrated a statistically significant increase.

Conclusions:

  • The application of NPS theory in outpatient process management is effective in enhancing patient satisfaction and service quality.
  • This study provides empirical evidence supporting patient-centered reforms in healthcare.
  • Findings offer practical insights for healthcare institutions aiming to improve outpatient services through theory-driven interventions.