基于在线患者评论的医院门诊服务痛点分析  

Pain-point analysis of outpatient service based on online patient comments

作　　者：熊晶晶 杨烁 徐鹏宇 祝加悦 Xiong Jingjing;Yang Shuo;Xu Pengyu;Zhu Jiayue(School of Public Health and Management,Wenzhou Medical University,Wenzhou 325035,China;the Second School of Medicine,Wenzhou Medical University,Wenzhou 325035,China;School of Economics&Management,Southeast University,Nanjing 211189,China)

机构地区：[1]温州医科大学公共卫生与管理学院,325035 [2]温州医科大学第二临床医学院,325035 [3]东南大学经济管理学院,南京211189

出　　处：《中华医院管理杂志》2021年第4期317-321,共5页Chinese Journal of Hospital Administration

基　　金：国家自然科学基金(71804133);温州医科大学科研发展基金(SKQDJ1704)。

摘　　要：目的从患方视角探究医院门诊服务的痛点,为服务质量优化管理提供新思路。方法选取10家国内顶级医院,采集2017年1月1日至2019年12月31日患者在大众点评网发表的针对这10家医院的门诊服务差评文本。引入用户痛点分析模型,根据词频构建痛点指标词合集,结合情感值量化分析痛点指标,通过概念化标注对指标词进行内容分析。结果对1259条门诊服务差评文本的分析显示,患者对门诊服务质量的差评主要集中在人际交互、流程因素、人机交互、环境因素4个方面,人际交互中的医护人员态度不佳以及流程因素中的排队时间长和就诊时间短问题最为突出。结论在线患者评论分析适用于医院门诊服务痛点的识别和感知,有助于院方选择服务改进的方向和项目。Objective To explore the pain points of outpatient service in hospital from the patient′s perspective,and to provide new ideas for optimizing management of service quality.Methods Ten top hospitals in China were selected to collect the poor evaluation texts of outpatient services published by patients on the Dianping.com from January 1,2017 to December 31,2019.The user′pain-point analysis model was introduced,the pain-point index word collection was constructed according to the word frequency,the pain-point index was quantitatively analyzed combined with the sentimental value,and the content of the index words was analyzed through conceptual annotation.Results The analysis of 1259 poor evaluation texts showed that patients′poor evaluation of outpatient service quality mainly focused on four aspects:interpersonal interaction,process factors,human-computer interaction and environmental factors.The poor attitude of medical staff in interpersonal interaction and the long queuing time and short treatment time in process factors were the most prominent.Conclusions Online patient comment analysis is suitable for the identification and perception of pain points in outpatient service,and is helpful for the hospital to choose the direction and items of service improvement.

关 键 词：门诊服务 在线评论 痛点分析 情感分析 服务质量 

分 类 号：R197.32[医药卫生—卫生事业管理]