ArticleBMC health services research2024
Service quality evaluation of county-level public hospitals in Chongqing under smart healthcare.
Article in BMC health services research, 2024. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 3 papers.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
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Who cites it
3 citing papers in PubMed.
- Analysis of Nursing Service Quality Gaps and Improvement Strategies in VIP General Wards Based on Patient-Reported Outcomes.Journal of evaluation in clinical practice · 2026Article
- Exploring the pathways of digital technology driven healthcare service delivery in county-level regions.Scientific reports · 2026Article
- Research on the allocation efficiency of integrated medical and older adult care institutions using the Malmquist productivity index.Frontiers in public health · 2026Article
Corrections and comments
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Authors and funding
3 authors.
Funding
Abstract
backgroundThis study explores patients' perceptions and expectations of smart healthcare services from the perspective of patient experience.The aim is to provide insights for the development of smart healthcare services in hospitals.
methodsA cluster sampling method was used to select 10 public county-level hospitals from October to November 2021 in a municipality in southwestern China. Patient expectations and perceptions about smart healthcare services were assessed using SERVQUAL scale, which included 24 items across four dimensions: ability, application, platform, and effectiveness. The perception-expectation gap was calculated, and factors influencing this gap were analyzed. The Importance-Performance Analysis (IPA) model was then applied to evaluate the results.
resultsA total of 915 patients from outpatient and inpatient departments participated in the study. The average perception score was 3.86, while the average expectation score was 4.44, resulting in a gap of -0.58. Paired sample t-tests revealed significant differences between patients' perceptions and expectations across the 24 items (P < 0.05). IPA quadrant analysis identified 5 items in quadrant IV. A generalized linear model indicated that patients with a college degree, income between 2001 ~ 3500RMB, and income between 3501 ~ 5000RMB were associated with differences in service quality evaluation. Patients covered by urban and rural residents' medical insurance also showed variations in their evaluations.
conclusionsThe study highlights that smart healthcare services in public county-level hospitals fall short of meeting patients' expectations. It emphasizes the importance of addressing individualized medical needs and improving aspects such as cost control, system design, technology-human care balance, and operational efficiency.
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Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the Socratic graph.