This work presents a case study on The University of Hong Kong-Shenzhen Hospital (HKU-SZH), which was the first to implement an outpatient appointment registration system. This study provides an anatomy of the hospital outpatient process through various methods and theories, such as literature review, field research, expert consultation, business process improvement theory and Information technology, with the objective of identifying objectives and strategies of the hospital case in improving its outpatient process. By means of outpatient process improvement, this study aim to increase the case hospital’s efficiency and raise its patients’ satisfaction so that the hospital may enhance its comprehensive competence. In addition, an effective and operable methodology will be generated, which is expected to serve as a reference for other hospitals to improve their operation and their management. Therefore, the research question is to know which factors most influence patient satisfaction. It was found that service attitude, service value, and waiting time have a significant influence on patient satisfaction.