Identifying the Components of Patient Registration Team Effectiveness: An Exploratory Factor Analysis at Mahasarakham Provincial Hospital

Abstract

Patient registration is a critical entry point in hospital service delivery, directly influencing service efficiency, continuity of care, and patient satisfaction. Despite its importance, limited empirical evidence is available regarding the organizational factors that contribute to the effectiveness of patient registration teams in provincial hospitals. This study aimed (i) to identify the components of patient registration team effectiveness in the General Administration Division of Mahasarakham Provincial Hospital and (ii) to propose guidelines for improving team performance based on quantitative and qualitative findings. A mixed-methods study was conducted using a sequential explanatory design. Quantitative data were collected from 278 personnel using a 50-item questionnaire. The instrument demonstrated excellent internal consistency (Cronbach’s alpha = 0.983). Exploratory Factor Analysis (EFA) was performed to identify the underlying components of team performance. The suitability of the data for factor analysis was confirmed by the Kaiser–Meyer–Olkin (KMO) measure and Bartlett’s Test of Sphericity. Qualitative data were obtained through in-depth interviews with key informants and analyzed using thematic analysis to complement and explain the quantitative findings. The quantitative analysis identified five components of patient registration team effectiveness: (i) team structure and staff competency, (ii) management system and staff motivation, (iii) patient registration process and operational efficiency, (iv) performance evaluation and feedback system, and (v) organizational support and health information systems. These five components explained 74.4% of the total variance, indicating a robust factor structure. The KMO value and Bartlett’s Test of Sphericity confirmed the appropriateness of the data for factor analysis. Qualitative findings supported these components and highlighted the importance of continuous competency development, effective communication, leadership support, standardized work processes, and integrated health information systems. Based on these findings, practical guidelines were proposed, including staff capacity building, strengthening performance management systems, improving workflow efficiency, establishing continuous feedback mechanisms, and enhancing information technology support. Patient registration team effectiveness is determined by five interrelated organizational components. The qualitative findings reinforced the quantitative results and informed practical improvement strategies. These findings provide an empirical basis for hospital administrators to strengthen patient registration services through integrated organizational, managerial, and technological development.