A cross-sectional study on the impact of administrative procedures and medical staff services on patient satisfaction with trust in public sector hospitals: the moderating role of e-health knowledge.

BACKGROUND: Patient trust is a crucial indicator of the quality of health services, especially within the public hospital sector. The study aimed to explore the impact of administrative procedures (AP) and the services of medical staff (SMS) on patient satisfaction (PS) and trust (PT). Additionally, it examined the moderating effect of e-health knowledge (KeH) on these relationships. METHODS: From June to August 2024, a random sampling technique had been employed across four public hospitals in South Punjab, Pakistan (Bahawalpur, Bahawalnagar, Rahimyar Khan, and Lodhran). A structured questionnaire had been distributed using this method, resulting in 553 valid responses from patients. RESULTS: Administrative procedures showed the strongest associations with medical staff services (β = 0.41, p < 0.001), patient satisfaction (β = 0.35, p < 0.001), and patient trust (β = 0.32, p < 0.001). The relationship between the administrative procedure (AP) and patient trust (PT) was significantly mediated by both medical staff services (SMS) and patient satisfaction (PS). Additionally, e-health knowledge (KeH) positively moderated the relationship between SMS and PT, with an interaction effect of β = 0.31 (p < 0.001), suggesting that patients with higher e-health knowledge demonstrated greater trust. CONCLUSION: The findings highlighted the importance of streamlining administrative processes and enhancing the services provided by professional medical staff in fostering patient satisfaction and trust. Healthcare managers were advised to focus on improving e-health literacy among users as a strategy to enhance public hospital services. RECOMMENDATIONS: In terms of policy, eliminating redundant administrative tasks, investing in staff training, and promoting e-health education are crucial steps to enhance patients' experiences and foster trust in public healthcare facilities.