摘要
目的了解互联网问诊平台的中医医生服务评价现状,为提高服务质量和改进医疗管理提供参考。方法使用关联规则挖掘法、内容分析法分析互联网问诊平台中医医生服务数据。结果在线中医医生服务评分均值为9.76分,用户总体满意度较高。其中,住院医师所获评分9.85分为最高,与主任医师所获9.56分存在显著差异;内分泌科、针灸科医生所获评分分别是9.87分、9.83分,显著高于妇产科和男科9.53分、9.56分的评分;擅长糖尿病、高血压、冠心病等慢性多发病的医生更容易获得高分评价。患者评价主要关注医生态度、医生医术、回复时间、问诊过程、诊疗条件5个方面。结论在线中医医生的服务质量与用户满意度总体较优,但仍存在问诊效果不佳、回复时间较慢等问题。可以通过提升在线中医医生问诊能力、加强在线中医特色专科和优势病种建设、引入多元化中医医生服务质量评价指标等手段,提高在线医疗网站医生的服务质量。
Objective To investigate the service evaluation status of TCM doctors on internet inquiry platform,and to provide reference for the improvement of service quality and medical management.Methods Association rule mining and content analysis were used to analyze the service data of TCM doctors on internet inquiry platform.Results The mean score of online TCM doctor service was 9.76,and user satisfaction was generally high.Among them,the resident physicians got the highest score(9.85),which was significantly different from chief physicians(9.56).The scores of endocrinology and acupuncturist were 9.87 and 9.83,respectively,which were significantly higher than those of obstetrics and gynecology and andrology,9.53 and 9.56,respectively.Doctors who specialize in chronic diseases such as diabetes,hypertension and coronary heart disease were more likely to receive high scores.Patients’evaluation of doctors mainly focused on five dimensions:doctors’attitude,doctors'medical skills,inquiry time,inquiry process and diagnosis and treatment conditions.Conclusion The service quality and user satisfaction of online TCM doctors are generally good,but there are still problems such as poor consultation results and slow response time.Improving the service quality of doctors on online medical website can be guaranteed by improving the inquiry ability of online TCM doctors,strengthening the construction of online TCM specialty and dominant diseases,and introducing diversified service quality evaluation indexes of TCM doctors.
作者
王若佳
张诗扬
田晓晗
刘甜梦
郭凤英
WANG Ruojia;ZHANG Shiyang;TIAN Xiaohan;LIU Tianmeng;GUO Fengying(Department of Management,Beijing University of Chinese Medicine,Beijing 100029,China)
出处
《中国卫生信息管理杂志》
2023年第2期315-319,326,共6页
Chinese Journal of Health Informatics and Management
基金
教育部产学合作协同育人项目《新医科背景下“AI+医疗”数据分析实训项目》(项目编号:202102001001)
北京中医药大学揭榜挂帅项目《多特征融合视角下的网络虚假中医健康信息识别研究》(项目编号:2022-JYB-JBRW-012)。
关键词
互联网医疗
中医医生
服务评价
服务质量
internet medical care
doctor of traditional Chinese medicine
service evaluation
service quality
