The total payment of National Health Insurance in hospital department was performed since 2002, the service-oriented medical industry has developed gradually. To investigate the correlation between satisfaction and service processes, including medical advice, inspection, treatment, and follow-up phases, we designed a questionnaire based on the status of implementation for Extracorporeal Shock Wave Lithotripsy (ESWL) and the service concepts proposed by Roth (2003). Finally, we seek the win-win strategy in hospital and patient, which was from the service process improvement for ESWL in outpatient department (OPD) via the empirical results. Significant and positive relationships are found between “Implicit Service” and patient satisfaction as well as “Facilitation Goods” and return rate in all three enrolled hospitals. The service process for medical advice has significantly results in Regional Hospital; the treatment inspection in process for exhaust has significantly results in clinical hospital and medical center; for service process of treatment, waiting area has negative result in medical center, treatment area has negative result in clinical hospital, Therapists has significant result in regional hospital, anesthesia has significant result in clinical hospital, and recovery and post-operation has negative results in medical center. The service process of post-operation follow-up has the significant result in clinical hospital. Results: we suggest the design of new service process for ESWL in OPD should coordinate the patient’s habits when seeking medical service and adjust the details in medical treatment process appropriately. We should try to simplify the service process of treatment and precisely follow the arrangement of treatment schedule to reduce the patient’s discomfort due to waiting. For the feeling of gratification, but do not feel disturbed to patient, we suggest the addition of touched-service in the service process of post-operative follow-up. The results of this study can be expected to create a competitive advantage for hospitals. Keywords: Extracorporeal Shock Wave Lithotripsy (ESWL), service concept, process of service, satisfaction, recall rate