中国卫生事业管理2025，Vol.42Issue(3)：273-281,9.
肿瘤患者线下门诊与互联网诊疗服务满意度及协调性研究
Study on the Patient Satisfaction and Service Coordination of Outpatient and Online Medical Services for Cancer Patients
摘要
Abstract
Objective To examine the current status and influencing factors that of cancer patients' satisfaction and coordina-tion between outpatient and online medical services.Methods The clinical data from patients who received online and outpatient services at a specialized hospital were obtained.A modified PSQ-18 patient satisfaction and coordination of cancer services(CCCQ-P)scale was utilized to survey patients.The t-test,ANOVA,and multiple linear regression were used to identify the factors influencing patient satisfaction and service coordination.Results In comparison to outpatient services,there was no signifi-cant discrepancy in the coordination of online medical services(P=0.277).However,the patient satisfaction with online service needs to be further improved(P=0.020),especially in doctors' interpersonal communication ability(P=0.01)and technical service quality(P=0.004).The regression results indicated that age 65 years and above,gastrointestinal disease,and stage Ⅳwere the predominant influencing factors of patient satisfaction and service coordination.Conclusion Institutions should adopt a more integrated approach to online and offline resources to provide continuity of care across the entire patient journey,from pre-diagnosis to post-diagnosis,pay attention to the role of non-verbal communication elements,appropriately improve the propor-tion of video consultation,improve the level of doctor-patient communication,and promote patient satisfaction.Furthermore,ad-vanced information technology should be explored to analyze the specific needs of different types of patients to improve service pre-cision and personalization.关键词
肿瘤患者/互联网诊疗/线下门诊/患者满意度/癌症服务协调性Key words
cancer patients/online medical services/outpatient services/patient satisfaction/cancer service coordination分类
医药卫生引用本文复制引用
宋法盈,欧阳超珩,孙鑫,郭蕊..肿瘤患者线下门诊与互联网诊疗服务满意度及协调性研究[J].中国卫生事业管理,2025,42(3):273-281,9.基金项目
国家自然科学基金资助项目"基于标准化病人法的互联网诊疗服务质量评价及服务系统优化研究"(72174131) （72174131）
北京协和医学院"中央高校基本科研业务费"项目"肿瘤单病种模式下互联网医疗服务质量及卫生经济学评价"(3332023103) （3332023103）
中国医学科学院肿瘤医院管理研究课题"基于价值医疗理念下我院互联网诊疗患者就诊偏好测量及成本效果评价"(LC2022D06) （LC2022D06）
