国内互联网医疗满意度影响因素研究  

Research on the influencing factors of Internet medical satisfaction in China

作　　者：刘佳慧 田梅[1] LIU Jiahui;TIAN Mei(School of Management,Xinxiang Medical University,Xinxiang,He'nan Province,453003,PRC)

机构地区：[1]新乡医学院管理学院,河南省新乡市453003 [2]河南宏力医院,河南省新乡市453400

出　　处：《中国医院》2023年第3期1-4,共4页Chinese Hospitals

基　　金：国家社会科学基金项目“移动社交媒体情境下偶遇健康信息利用行为机理及模式研究”(21BTQ063)。

摘　　要：目的:通过探讨国内互联网医疗满意度的影响因素,提出改进互联网医疗满意度的措施,进而提高互联网医疗的服务质量,扩大互联网医疗的服务范围。方法:采用元人种志研究方法对20篇原始研究进行综合集成。结果:互联网医疗满意度的影响因素分布在医疗服务、护理服务、自主购药、平台支持4个维度。具体包括专业性、沟通效率、响应性、项目设置、延续护理安全、配有处方药、收费合理、就医流程便捷、硬件支持完善、隐私性等10个因素。结论:互联网医疗应以实体医院为依托,提供专业、安全的医疗服务,合理配置在线问诊医生,优化线上线下衔接流程,提高医患沟通效率。医保局、卫生健康委等相关部门应加强合作,规范互联网医疗收费,将互联网医疗诊疗费用纳入医保结算范围。Objective: To explore the factors influencing the satisfaction with Chinese Internet medical care, propose measures to enter satisfaction with Internet medical care, and then improve the service quality and expand the service scope of Internet medical care. Methods:Synthesis and integration of 20 original studies using meta-ethnographic research methods. Results: The influencing factors of Internet medical satisfaction were distributed in four dimensions: medical service, nursing service, independent drug purchase, and platform support.Specifically, ten factors were included: professionalism, communication efficiency, responsiveness, program setting, the continuation of care safety, equipped with prescription drugs, reasonable fees, convenient access process, perfect hardware support, and privacy. Conclusion:Internet healthcare should be based on physical hospitals, provide professional and safe medical services, reasonably allocate online doctors,optimize the online and offline interface process, and improve the efficiency of doctor-patient communication;provincial medical insurance bureaus, health and health committees, and other relevant departments should strengthen cooperation to regulate Internet medical charges and include Internet medical treatment fees in the scope of medical insurance settlement.

关 键 词：元人种志 互联网医疗 满意度 

分 类 号：R193[医药卫生—卫生事业管理]