某大型公立医院互联网医院患者线上就诊体验分析  

Analysis of online patient experiences in a large public hospital′s internet hospital

作　　者：李疆[1] 方鹏骞 傅新巧[1] Li Jiang;Fang Pengqian;Fu Xinqiao(Outpatient Office,Union Hospital,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430022,China;Institute of Health Policy and Management,Huazhong University of Science and Technology,Wuhan 430030,China)

机构地区：[1]华中科技大学同济医学院附属协和医院门诊办公室,武汉430022 [2]华中科技大学健康政策与管理研究院,武汉430030

出　　处：《中华医院管理杂志》2023年第11期835-840,共6页Chinese Journal of Hospital Administration

基　　金：湖北省卫生健康委2021—2022年度面上项目(WJ2021M236)。

摘　　要：目的分析某公立医院互联网医院患者线上就诊体验, 探索其影响因素, 为提升患者线上就诊体验, 推动互联网医院高质量发展提供参考。方法获取某公立医院互联网医院2022年的就诊患者性别、年龄、就诊科室和就诊体验评分及评价文本信息, 就诊体验评分采用Likert 5级评分法。组间比较采用χ2检验和F检验;采用分词处理和词频统计提取就诊体验不满意评价文本的高频词, 对其进行语义网络分析。结果本研究共纳入4 273例患者, 患者就诊体验评分为(4.1±1.6)分, 其中, 评5分者(非常满意)占74.9%(3 199例), 评1分者(非常不满意)占19.5%(835例);不同性别患者线上就诊体验差异无统计学意义(P>0.05), 不同年龄和就诊科室的患者就诊体验评分, 差异有统计学意义(P<0.05)。词频排名前10的不满意评价高频词为医生、回答、检查、帮助有限、不理会、浪费、退款、挂号费、敷衍和关闭。在不满意评价高频词语义网络中, 医生、回答、浪费、检查、帮助有限和不理会等高频词相互关联较强。结论某公立医院互联网医院大部分患者对线上就诊体验非常满意, 但有近1/5的患者非常不满意, 患者年龄和就诊科室影响在线就诊体验。患者就诊体验不满意评价主要与医师态度和职业素养以及互联网医院平台的便利性和诊疗服务内涵有关。Objective To analyze the online patient experiences in a public hospital′s internet hospital,and explore the influencing factors,for references for improving the online patient experiences and promoting the high-quality development of internet hospitals.Methods Gender,age,visiting department,patient experience score,and evaluation text of patients in a public hospital′s internet hospital in 2022 were obtained.The patient experience scores were adopted the Likert 5-level scoring method.Intergroup comparisons were conducted by chi-square test and F-test.Word segmentation processing and word frequency statistics were used to extract high-frequency words in the evaluation text of dissatisfied patient experiences,and semantic network analysis on these high-frequency words was performed.Results A total of 4273 patients were included in this study,with a patient experience score of(4.1±1.6)points.Among them,74.9%(3199 cases)rated 5 points(very satisfied),and 19.5%(835 cases)rated 1 point(very dissatisfied).There was no significant difference in online patient experience scores among patients of different genders(P>0.05),while patients of different ages or departments had different patient experience scores(P<0.05);The top 10 high-frequently words of dissatisfied evaluation were doctor,answer,examination,limited help,ignoring,waste,refunding,registration fee,perfunctory,and closing.In the high-frequency semantic network of dissatisfied evaluations,high-frequency words such as doctor,answer,waste,examination,limited help,and ignoring were strongly correlated with each other.Conclusions Most patients in an internet hospital were very satisfied with the online patient experience,but nearly 1/5 of the patients were very dissatisfied.The age and department affected the online patient experiences.The dissatisfied evaluations were mainly related to the attitude and professional competence of physicians,as well as the convenience of internet hospital platform and its diagnosis and treatment services.

关 键 词：互联网医院 患者 线上就诊体验 评价 医院 公立 语义网络分析 

分 类 号：R197.3[医药卫生—卫生事业管理]