基于SERVQUAL-ROST模型的后疫情时代互联网医院发展问题及对策研究  

Problems and Countermeasures of Internet Hospital Development in Post-epidemic Era Based on SERVQUAL-ROST Model

作　　者：姚辰欢 周典[1,2] 王怡凡 田帝 吴烨 周苑 Yao Chenhuan;Zhou Dian;Wang Yifan(School of Health Management,Anhui Medical University,Hefei,Anhui,230032,Chin)

机构地区：[1]安徽医科大学卫生管理学院,安徽合肥230032 [2]安徽医科大学第二附属医院,安徽合肥230601 [3]安徽医科大学第一附属医院,安徽合肥230022

出　　处：《中国医院管理》2022年第2期31-34,共4页Chinese Hospital Management

基　　金：安徽省教育厅高校协同创新项目(GXXT-2019-041);安徽省创新环境建设专项项目(202006f01050066);安徽医科大学校科研基金(2020xkj123)。

摘　　要：目的对后疫情时代互联网医院的发展现状以及主要问题进行分析,探讨推动互联网医院可持续发展的途径。方法采用定性与定量相结合的研究方法,利用SERVQUAL模型构建评价指标体系,对问卷结果进行定量研究,运用ROST软件对访谈内容进行文本挖掘。结果患者现实感知服务评分值与预期值的差值范围在-0.143~-2.515之间,差值均为负数,实际感知服务满意度较差,差值最大的是医保报销问题,最小的是系统根据患者的需要推送医疗科普知识问题。ROST软件分析专家访谈结果中词频不小于10的共有医生、患者、技术、诊疗、门诊等27个有意义高频特征词,语义网络分析中疫情、复诊、患者、时间、实体医院、医联体、技术等为高频关联词。结论后疫情时代应重点从政策引导、技术支持、能力建设、加强大众认知以及加大投入等方面推动互联网医院可持续发展。Objective To analyze the development status and main problems of Internet hospitals in the post-epidemic era,and explore the ways to promote the sustainable development of Internet hospitals.Methods Based on qualitative and quantitative research methods,SERVQUAL model is used to build the evaluation index system,quantitative research is conducted on the questionnaire results,and ROST Software is used to mine the interview content.Results The difference between the actual perceived service score and the expected value ranged from-0.143 to-2.515,and the differences were negative.The biggest difference is the medical insurance reimbursement,and the smallest is the system pushing medical science knowledge according to the needs of patients.ROST Software analysis of expert interviews results showed that there were 27 significant high-frequency characteristic words with word frequency no less than 10,such as doctor,patient,technology,diagnosis and treatment,outpatient,etc.,and epidemic situation,follow-up visit,patient,time,entity hospital,Medical Association,technology,etc.were high-frequency related words in semantic network analysis.Conclusion In the post-epidemic era,it needed to focus on policy guidance,technical support,capacity-building,strengthening public awareness and increasing investment to promote the sustainable development of internet hospitals.

关 键 词：后疫情时代 SERVQUAL模型 ROST软件 互联网医院 医院管理 

分 类 号：R197.1[医药卫生—卫生事业管理]