Construction and practice of a four-dimensional integrated one-stop outpatient service model based on patient journey mapping

Background: To address prominent problems such as repeated trips between departments, vertical movement across floors and repeated inquiries among outpatients, optimize medical treatment processes, and improve service efficiency and patient experience. Taking the East Campus of Quanzhou First Hospital in Fujian Province as the practice setting, this study constructed a four-dimensionally integrated one-stop outpatient service model covering space, function, personnel and system based on patient journey mapping, Patient healthcare management and service-dominant logic theory. Methods: Centering on patients' full-process medical experience, patient journey maps were drawn through semi-structured interviews, on-site process observations and satisfaction surveys to identify process breakpoints and service pain points. Spatial reconstruction, functional integration, personnel integration and system connectivity were implemented to establish an integrated medical service system featuring multi-department collaboration and multi-skilled positions. A pre-post self-controlled study was adopted to compare differences in outpatient process efficiency, patient experience and resource allocation before and after the intervention. Results: The four-dimensionally integrated one-stop service model effectively broke down departmental barriers and significantly shortened patients' non-medical waiting time, with the average waiting time for comprehensive services reduced from 11.28 min to 7.56 min. Service continuity and convenience were notably improved, as outpatient satisfaction increased from 91.95 to 95.15 points, and the complaint rate dropped from 1.82 to 0.65 per 10,000 visits. Human resource allocation was optimized, with window staff reduced from 15 to 11, achieving staff reduction and efficiency improvement. Conclusion: The four-dimensionally integrated one-stop service model based on patient journey mapping can accurately match patient needs, significantly enhance outpatient service efficiency and medical experience, and provide replicable and scalable practical solutions for outpatient service reform in public hospitals. This model promotes the transformation of hospitals from function-centered to patient-centered care, effectively improves patient satisfaction and sense of gain, optimizes resource allocation, reduces operational costs and enhances hospital governance performance, which is consistent with the policy orientation of high-quality development of public hospitals in the new era (1).