基于医务人员视角的远程医疗服务使用意愿和关键问题研究  

A study on the telemedicine usage intention and key issues from the perspective of medical workers in China

作　　者：蒋帅 孙东旭[1] 赵杰[1] 路薇 翟运开[2] 师小勤[3] Jiang Shuai;Sun Dongxu;Zhao Jie;Lu Wei;Zhai Yunkai;Shi Xiaoqin(Telemedicine Center,The First Affiliated Hospital of Zhengzhou University,Zhengzhou 450052,China;School of Management Engineering,Zhengzhou University,Zhengzhou 450001,China;Youth League Committee Office,The First Affiliated Hospital of Zhengzhou University,Zhengzhou 450052,China)

机构地区：[1]郑州大学第一附属医院远程医学中心,450052 [2]郑州大学管理工程学院,450001 [3]郑州大学第一附属医院团委办公室,450052

出　　处：《中华医院管理杂志》2021年第1期25-29,共5页Chinese Journal of Hospital Administration

基　　金：国家自然科学基金(71673254);上海市软科学研究计划项目(19692115700)。

摘　　要：目的分析我国医务人员远程医疗服务使用意愿和关键问题,以完善远程医疗服务体系。方法2019年10—11月,对福建、海南、河南、湖南、贵州、四川和青海7个省份中已参与过远程医疗的邀请方和受邀方医务人员进行电子问卷调查,主要内容为医务人员对远程医疗的使用意愿、满意度情况和认知评价情况等。通过描述性统计分析和非参数检验,探索不同省份和区域的医务人员继续使用意愿、满意度及存在问题。结果共回收有效问卷1084份,医务人员对所参与远程医疗服务整体满意度为98.62%,继续使用意愿程度为98.25%,且东部和西部省份使用意愿较高。医务人员视角下目前存在的主要问题为:会诊开展和反馈信息不及时,等待时间长;网速偏低,网络信号不稳定、不通畅;系统设备不完善,操作不便捷;无法实现远程查体和全面了解病情以及提供病历资料不规范、不全面、质量差等。结论医务人员对所参与远程医疗服务满意度和使用意愿较高。建议以问题为导向,强化远程医疗基础建设,优化服务流程,提升医务人员参与远程医疗服务积极性。Objective To analyze the usage intention and key issues of medical staff to use telemedicine,for improving telemedicine service system in China.Methods From October to November 2019,medical workers of both the inviting party and invited party who experienced telemedicine in seven provinces of Fujian,Hainan,Henan,Hunan,Guizhou,Sichuan and Qinghai were selected for an online questionnaire survey.Areas covered included their usage intention,satisfaction and cognitive appraisal of telemedicine.Descriptive statistical analysis and non-parametric test were used to discuss the intention of further use,satisfaction and challenges of medical workers in various provinces and regions.Results 1084 valid questionnaires were recovered.The data found the overall satisfaction was 98.62%,and the proportion of their intention of further use was 98.25%,and those from the eastern and western provinces presented higher intention of usage.The top challenges as reflected by these medical workers were named as follows:timeliness of consultation progress and information feedback;long latency time;low Internet speed,poor and interrupted Internet signal;inadequate system equipments and inconvenient operation;difficulties in remote physical checkup and overall understanding of patient conditions;as well as substandard,incomplete and poor medical records.Conclusions These medical workers are satisfied with the telemedicine services and willing to continue to use telemedicine.For those existing problems,it is suggested to strengthen the infrastructure and optimize the process of telemedicine services,so as to encourage them in greater use of telemedicine.

关 键 词：卫生服务管理 远程医学 医务人员 使用意愿 满意度 

分 类 号：R197.1[医药卫生—卫生事业管理]