摘要
目的:为互联网+医疗就诊体验开发普适性评价工具,据此分析门诊患者的互联网+医疗服务就诊体验现状。方法:通过深度访谈和相关理论研究构建互联网+医疗就诊体验测量工具,采用问卷调查收集数据,利用数据统计分析进行现状探析。结果:医院微信公众号是门诊患者主要挂号方式,预约就诊的使用率最高。患者互联网+就诊体验的感知安全维度评分最高,在线响应最低。不同年龄、科室和服务渠道存在维度差异。结论:"互联网+"利于优化服务流程,提高就诊效率。患者对线上挂号服务需求最大,对服务中仅涉及技术的财产安全问题表示信任,而与线下服务支撑相关的在线响应服务未达到患者预期,可以合理予以针对性的改进。
Objective:It is to develop a universal evaluation tool for the Internet plus medical consultation experience,and analyze the current situation of the Internet plus medical service consultation experience for outpatients.Methods:Through in-depth interviews and related theoretical research to build the Internet and medical experience measurement tools,using questionnaires to collect data,the situation is analyzed by using statistical analysis of data.Results:Under Internet plus,outpatients usually made registration on the WeChat official account of the hospital and preferred appointment with doctors for medical consultation most.Patients scored the highest in perception of security and the lowest in online response of Internet plus medical treatment experience.There were dimensional differences on patients’ages,departments and service channels.Conclusion:"Internet plus"is of great significance for optimizing serving procedures and improving medical treatment efficiency,among which online registration service is the most basic requirement.The patients do not worry about the property security related to techniques only in Internet plus services,while online response service related to offline service support was quite different from the patients’expectations.Therefore,specific and reasonable improvement could be made.
出处
《中国数字医学》
2021年第7期93-99,共7页
China Digital Medicine
基金
北京市社会科学基金项目(编号:17GLC047)
关键词
互联网+就诊体验
门诊服务
患者体验
Internet plus medical treatment experience
outpatient service
patients’experience
