Trust transfer in digital healthcare: The role of self-service systems in reducing patient treatment barriers

Objective This study investigates how technical features of hospital self-service systems influence patients’ organizational trust and treatment adherence through trust transfer mechanisms in the Chinese digitally integrated healthcare context. Methods A cross-sectional survey was conducted with 310 patients in China who had used hospital self-service systems in the past three months. Structural equation modeling using SmartPLS 4.0 assessed the effects of Technical Convenience and Technical Safety and Information Quality on Perceived Systems Reliability, Global Trust in Healthcare Providers, and barriers to treatment adherence. Results Both Technical Convenience and Technical Safety and Information Quality significantly enhanced Perceived Systems Reliability, which subsequently increased Global Trust in Healthcare Providers. Technical Convenience had a stronger direct effect on organizational trust, while Technical Safety and Information Quality exerted more influence through Perceived Systems Reliability. Global Trust significantly reduced both Uncertainty and Doubts about Therapy and Practical Barriers to treatment. Moreover, Digital Distrust negatively moderated the effect of Technical Safety and Information Quality on Perceived Systems Reliability. Conclusion This study conducted in China demonstrates that hospital self-service systems significantly influence patient trust and treatment adherence through system reliability perceptions. Technical Convenience directly enhances organizational trust, while Technical Safety and Information Quality work indirectly. Hospitals can optimize trust by simplifying interfaces, providing real-time security prompts, and maintaining staff support. For patients who are less comfortable with digital technology, additional staff support may enhance their experience.