中国卫生事业管理2025，Vol.42Issue(11)：1212-1216,5.
患者在线就诊体验对其线上就诊满意度的影响:基于某公立三甲医院自建互联网医院的实证研究
Empirical Research on the Effect of Patients'Online Consultation Experience on Their Online Satisfaction in One Public Hospital's Internet Hospital
摘要
Abstract
Objective To explore the effect of patients'online consultation experience(operational efficiency and doctor-pa-tient interaction)on their online satisfaction in public hospital's internet hospital,and provide decision-making references for continuously improving patient satisfaction in internet hospitals.Methods Data were derived from the online diagnostic and treat-ment data of a self-built internet hospital by a large 3A-grade public hospital in China from May2021 to July2023.Taking pa-tient satisfaction as the dependent variable,a multiple logistic regression model was employed to analyze the association among the operational efficiency of internet hospital(registration-to-consultation time,registration-to-completion time),doctor-pa-tient interaction(voice conversations between doctors and patients during a consultation,text conversations between doctors and patients during a consultation)and patient satisfaction.Results The operational efficiency of internet hospital was significantly cor-related with patient satisfaction.Longer registration-to-consultation time reduced the likelihood of patient satisfaction,and lon-ger registration-to-completion time increased the likelihood of patient satisfaction.For doctor-patient interaction,the more text conversations between doctors and patients during a consultation,the greater the likelihood of patient satisfaction,while the rela-tionship between the number of voice conversations and patient online satisfaction was not significant.Conclusion Shortening the registration-to-consultation time,extending the registration-to-completion time,and increasing the frequency of text conver-sations between doctors and patients are beneficial for improving patient online satisfaction,which has provided policy suggestions for optimizing operation and management of public hospital Internet hospitals,improving online service quality,and promoting high-quality development of public hospitals in China.关键词
互联网医院/运营效率/医患在线互动/患者满意度Key words
Internet hospital/operational efficiency/doctor-patient online interaction/patients satisfaction分类
医药卫生引用本文复制引用
梁爽,刘意,李哲青,李雪竹,蔚鹏,张慧..患者在线就诊体验对其线上就诊满意度的影响:基于某公立三甲医院自建互联网医院的实证研究[J].中国卫生事业管理,2025,42(11):1212-1216,5.基金项目
国家自然科学基金项目"医保基金战略性购买促进远程医疗协作网价值共创的制度创新研究"(72274225) （72274225）
广东省基础与应用基础研究基金"广东省医保支付方式改革促进远程卒中网络合作机制研究—基于服务主导逻辑视角下的价值共创理论"(2023A1515011725) （2023A1515011725）
