Reconfiguring Care Practices Through Technology-Supported Services: Pathways to Outpatient Satisfaction in Urban and Rural Public Hospitals.
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| Title: | Reconfiguring Care Practices Through Technology-Supported Services: Pathways to Outpatient Satisfaction in Urban and Rural Public Hospitals. |
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| Authors: | Rahman, Ferry Fadzlul1 (AUTHOR) ffr607@umkt.ac.id, Johan, Herni2 (AUTHOR), Sulistiawan, Jovi3 (AUTHOR) |
| Source: | Inquiry (00469580). 6/11/2026, Vol. 63, p1-15. 15p. |
| Subject Terms: | *Health services accessibility, *Community health services, *Research, *Clinical competence, *Communication, *Health facilities, *Needs assessment, Medical care standards, Digital technology, Public hospitals, Cross-sectional method, Medical quality control, Medical technology, Outpatient services in hospitals, Statistical sampling, Rural hospitals, Interviewing, Questionnaires, Pilot projects, Outpatient medical care, Socioeconomic factors, Health policy, Descriptive statistics, Chi-squared test, Structural equation modeling, Continuum of care, Patient-centered care, Rural health services, Conceptual structures, Urban hospitals, Electronic health records, Patient satisfaction, Quality assurance, Data analysis software, Social support, Medical needs assessment, Health outcome assessment, Patients' attitudes, Urban health, Medical care costs |
| Geographic Terms: | Indonesia |
| Abstract: | Introduction: This study examines how technology-supported services contribute to the reconfiguration of care practices and how these processes shape pathways to outpatient satisfaction in public hospitals. Rather than treating digital technologies as standalone solutions, this study analyzes the pathways linking structural conditions, care processes, and technology-supported services to outpatient satisfaction, with particular attention to differences between urban and rural public hospitals. Methods: A cross-sectional survey was conducted among 2,084 outpatients attending five public hospitals (two city-level and three rural-level) in East Kalimantan, Indonesia. Patient-reported experiences of care were analyzed using an extended structure–process–outcome framework. In this framework, technology-supported services were incorporated as a process-related component. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to estimate direct and indirect pathways to general patient satisfaction, with subgroup analyses for urban and rural hospitals. Results: Care processes, particularly caring attitudes and emotional support, were central determinants of outpatient satisfaction across settings. Structural factors showed both direct and mediated effects, with professional competence more influential in urban hospitals and environment and facilities more salient in rural hospitals. Technology-supported services had a significant direct effect on satisfaction and mediated the relationship between structural capacity and patient experiences, though their relative importance varied by context. Conclusion: By conceptualizing technology-supported services as embedded care practices rather than standalone tools, this study provides new evidence on the pathways linking care practices to outpatient satisfaction in public hospitals. [ABSTRACT FROM AUTHOR] |
| Copyright of Inquiry (00469580) is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Education Research Complete |
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