Reconfiguring Care Practices Through Technology-Supported Services: Pathways to Outpatient Satisfaction in Urban and Rural Public Hospitals.
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 pa...
| Published in: | Inquiry (00469580) Vol. 63; pp. 1 - 16 |
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| Main Authors: | , , |
| Format: | Article |
| Published: |
Sage Publications Inc.
6/11/2026
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| Subjects: | |
| Online Access: | View this record in EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=hlh&AN=194543629&site=ehost-live header: @attributes: shortDbName: hlh uiTerm: 194543629 longDbName: Humanities International Complete uiTag: AN controlInfo: bkinfo: jinfo: jid: 00469580 INQ jtl: Inquiry (00469580) issn: 00469580 maglogo: Y pubinfo: dt: 6/11/2026 vid: 63 pid: 344 pub: Sage Publications Inc. artinfo: ui: 194543629 10.1177/00469580261453881 ppf: 1 ppct: 15 formats: tig: atl: Reconfiguring Care Practices Through Technology-Supported Services: Pathways to Outpatient Satisfaction in Urban and Rural Public Hospitals. aug: au: Rahman, Ferry Fadzlul Johan, Herni Sulistiawan, Jovi affil: Department of Public Health, Universitas Muhammadiyah Kalimantan Timur, Samarinda, Indonesia Hospital Administration, Stikes Mutiara Mahakam, Samarinda, Indonesia Department of Management, Faculty of Economics and Business, Airlangga University, Surabaya, Indonesia su: Medical care standards Health services accessibility Digital technology Public hospitals Cross-sectional method Community health services 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 Research Urban hospitals Clinical competence Communication Electronic health records Patient satisfaction Quality assurance Data analysis software Health facilities Social support Medical needs assessment Needs assessment Health outcome assessment Patients' attitudes Urban health Medical care costs Indonesia sug: subj: Indonesia Medical care standards Health services accessibility Digital technology Public hospitals Cross-sectional method Community health services 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 Research Urban hospitals Clinical competence Communication Electronic health records Patient satisfaction Quality assurance Data analysis software Health facilities Social support Medical needs assessment Needs assessment Health outcome assessment Patients' attitudes Urban health Medical care costs keyword: health care quality health information technology outpatient satisfaction patient experience public hospitals rural health services ab: 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. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: Y dt: @attributes: year: 2026 holdings: @attributes: islocal: N |
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