Study on characteristics of patients and agent consultation in online healthcare consultation: A case study of dxy.com

Corresponding author: huang tao

DOI: 10.12201/bmr.202109.00033

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  Abstract: Objective: To analyze the characteristics of patients and agent consultation in online healthcare community (OHC). To find the problems in the development model of OHC and put forward policy suggestions. Methods: The crawl programming is programmed to capture and analyze the doctor-patient communication text from dxy.com website by means of text mining and mathematical statistics. Results: The platform’s patients are mainly middle-aged and younger, which is different from offline. The agent consultation rate is 26.74%, which showed a U-relationship with the age of patients. The number of adult patients after April 2020 had a downward trend. Conclusion: Elderly patients mainly participate in online consultation through relatives and friends, whose utilization rate is rather low; User loss is a serious problem in online healthcare community. The needs of target users should be well explored to improve user retention and activity.

  Key words: Online healthcare consultation; Dxy.com; Patient characteristics; Agent consultation

  Submit time: 15 November 2021

  Copyright: The copyright holder for this preprint is the author/funder, who has granted biomedRxiv a license to display the preprint in perpetuity.
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