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

Corresponding author: Shao Zhimin

DOI: 10.12201/bmr.202207.00005

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  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

  Submit time: 4 July 2022

  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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