通讯作者: 邵志民

DOI：10.12201/bmr.202207.00005

A comparison of the differences in satisfaction ratings of Internet hospitals based on the senior-friendly perspective

• 摘要：目的 从“老年友善医院”的视角，通过对不同年龄人群进行互联网医院满意度评价，挖掘评价差异，探索友善元素，不断完善互联网医院宜老化的服务细节、同质化的管理质量，为老年患者跨越信息化技术鸿沟、共享安全、高质、便捷的线上就医服务提供对策建议的科学依据。方法 通过对已经体验过互联网医疗的患者进行调研，对60岁以下和60岁及以上的对象从总体满意度和主要流程（交互大厅界面、信息公开公示、专业就医诊疗、开具电子处方、提供便民服务、费用缴付结算、提取实体药物、随访待诊间歇）满意度，以及各流程细节方面是否需要改进进行比较。 结果 发现60岁以下对象对互联网医院整体评价，以及八个主要流程的“满意”率均高于60岁及以上对象，其中7组差异具有统计学意义（P值<0.5）。在各流程细节方面，60岁以上对象均有更高的改进需求，其中“操作流程便捷、有卡顿”、“服务评价情况”、“介绍医生特长、资质”、“投诉建议渠道”、“交流沟通不顺畅，不理解”等14组细节问题上的差异具有统计学意义（P值<0.5）。结论 互联网医院应该根据老年人特点和需求的实际，进行适老化改良、助老化调整，使更多老年人共享到信息技术发展带来的线上健康服务的红利。

  关键词： 互联网医院；满意度；指标体系; ; 

   

  Abstract: Objective From the perspective of elderly-friendly hospital, through the evaluation of Internet hospital satisfaction of different age groups, to explore the differences in evaluation, explore friendly elements, improve the details of aging-friendly services and homogeneous management quality of Internet hospitals, and provide a scientific basis for elderly patients to cross the information technology gap and share safe, high quality and convenient online medical services. To provide a scientific basis for countermeasures and suggestions for elderly patients to cross the information technology gap and share safe, high-quality and convenient online medical services. Methods Through a survey of patients who have experienced Internet medical care, we compared the overall satisfaction and satisfaction with the main processes (interactive lobby interface, information disclosure, professional medical treatment, issuance of electronic prescriptions, provision of convenient services, payment and settlement of fees, withdrawal of physical drugs, and follow-up visits between consultations) and the need for improvement in the details of each process for subjects under 60 years old and 60 years old and above. Results The results showed that the overall evaluation of the Internet hospital and the satisfaction rate of the eight major processes were higher among the subjects under 60 years old than those 60 years old and above, and the difference was statistically significant in seven groups (p value < 0.5). In terms of details of each process, subjects under 60 years old had higher demands for improvement, including convenient operation process, lagging, service evaluation, introduction of doctors specialties and qualifications, and complaint and suggestion channels. , complaint and suggestion channels, poor communication and lack of understanding and other 14 groups of detailed issues were statistically significant (p-value < 0.5). Conclusion Internet hospitals should make age-appropriate improvements and age-assistance adjustments according to the actual characteristics and needs of the elderly, so that more elderly people can share the dividends of online health services brought by the development of information technology.

  Key words: Internet Hospital; Satisfaction; index system

  提交时间：2022-07-04

  版权声明：作者本人独立拥有该论文的版权，预印本系统仅拥有论文的永久保存权利。任何人未经允许不得重复使用。
• html

• 图表

• 张瑞, 邵旸, 樊美琪, 蔡滨, 周罗晶. 患者满意度视角下互联网医疗服务发展对策研究. 2022. doi: 10.12201/bmr.202211.00009

  伍曦, 杨风, 李佳芮, 李文芬, 朱俊敏. 基于4C理论模型互联网医院的发展策略探讨. 2021. doi: 10.12201/bmr.202101.00009

  周静, 宫静, 王晓华, 高普中, 代群燕, 陈婵, 赵序香. 基于技术接受模型的新建医院HIS系统护士使用满意度影响因素研究. 2021. doi: 10.12201/bmr.202108.00008

  袁骏毅, 沈颖洁, 潘常青. 基于智能导诊的医院互联网健康咨询系统应用研究. 2021. doi: 10.12201/bmr.202104.00016

  刘振峰. 互联网医院服务质量影响因素研究. 2021. doi: 10.12201/bmr.202107.00007

  麻玲芝, 陈国英, 刘姣, 戴婷, 马文婷, 石小毛. 基于患者视角的互联网医院认知及态度的现状调查研究. 2020. doi: 10.12201/bmr.202011.00006

  牟书娟, 张绍林, 王元元. 基于医院信息平台及总线技术的“互联网+”服务体系建设实践. 2020. doi: 10.12201/bmr.202003.00310

  田雪晴, 廖子锐, 任平, 周冠双, 游茂. 公共价值理论视角下的我国互联网医院发展现状及思考. 2022. doi: 10.12201/bmr.202207.00003

  田雪晴, 廖子锐, 任平, 周冠双, 游茂. 公共价值理论视角下的我国互联网医院发展现状及思考. 2022. doi: 10.12201/bmr.202207.00019

  梁蓝芋, 王睆琳, 冯尘尘, 黄红梅, 余筱卉, 武永康. 四川大学华西医院互联网医院建设实践. 2022. doi: 10.12201/bmr.202210.00010

• 序号	提交日期	编号	操作
  1	2022-02-24	bmr.202207.00005V1	下载

• 公开评论  匿名评论  仅发给作者 提交评论