摘要
目的识别影响患者对公立互联网医院满意度的关键因素,为优化服务流程、提升服务质量及相关政策设计提供理论依据与实证支持。方法面向全国范围内招募400名实际使用过公立互联网医院服务的患者,采用优劣尺度法构建调查问卷,涵盖6个核心服务属性:在线问诊系统、在线问诊内容、服务提供者、应答等待时间、沟通风格和支付方式。采用logit回归模型评估各属性对患者满意度的影响。结果患者满意度主要受应答等待时间和支付方式等因素影响,不同用户特征(如年龄、使用公立互联网医院频率、互联网使用熟练度)对满意度偏好存在异质性差异。结论公立互联网医院提升服务质量的关键在于强化应答时效以及完善医保支付机制。同时推进个性化服务,增强整体就医体验。研究结果为提升“互联网+医疗健康”高质量发展提供了实践参考。
Objective It aims to identify the key factors influencing patient satisfaction with public internet hospitals,providing empirical evidence to support service process optimization,quality improvement,and policy design.Methods A total of 400 valid responses were collected from patients nationwide who had used public Internet hospital services.It employed the Best-Worst Scaling method to design a survey covering six core service attributes:online consultation system,online consultation content,service provider,response waiting time,communication style,and payment method.A logit regression model was used to evaluate the impact of each attribute on patient satisfaction.Results Patient satisfaction was mainly influenced by response waiting time and payment method reimbursement ratio.In addition,user characteristics such as age,frequency of using public Internet hospitals,and Internet proficiency exhibited heterogeneous effects on satisfaction preferences.Conclusion The key to improving the service quality of public Internet hospitals lies in enhancing response timeliness and optimizing medical insurance reimbursement mechanisms.Furthermore,promoting personalized services can help improve the overall patient experience.The findings provide practical reference for advancing the high-quality development of“Internet Plus Healthcare”.
作者
王佳
王国蓉
刘畅
刘加月
陈文琳
Wang Jia;Wang Guorong;Liu Chang(West China School of Public Health/West China Fourth Hospital,Sichuan University,Chengdu,Sichuan,610041,China;不详)
出处
《中国医院管理》
北大核心
2026年第3期50-54,67,共6页
Chinese Hospital Management
基金
国家自然科学基金项目(72372016)。
关键词
公立互联网医院
患者满意度
优劣尺度法
public Internet hospitals
patient satisfaction
Best-Worst Scaling
