基于IPA方法对互联网医院建设现状和改进对策的探讨  

Discussion on the Status Quo and Improvement Countermeasures of Internet Hospital Construction based on IPA Method

作　　者：董美佳 焦科兴 李艺清 侯胜田[1] DONG Meijia;JIAO Kexing;LI Yiqing;HOU Shengtian(School of Management,Beijing University of Chinese Medicine,Beijing,100029,China)

机构地区：[1]北京中医药大学管理学院,北京100029

出　　处：《中国社会医学杂志》2024年第4期379-383,共5页Chinese Journal of Social Medicine

基　　金：国家社会科学基金项目(16BGL009)。

摘　　要：目的了解互联网医院建设现状,为进一步改进互联网医院发展策略提供参考。方法基于患方视角的互联网医院评价指标体系,通过制作患者调查问卷对选取的样本互联网医院进行评价,运用Likert 5级评分法进行统计,计算各维度评价指标的得分情况,采用重要性-表现程度分析法(importance-performance analysis,IPA),对患方视角互联网医院评价结果构建满意度-重要性IPA进行矩阵分析。结果共纳入有效问卷939份,有效率为80.05%。一级指标发展指数得分从高到低依次为系统性能、服务质量、药事服务、平台设计、运营管理、诊疗服务、费用支付;二级指标发展指数排名前五的是系统响应速度、运行稳定性、易用便捷性、支付方式的便捷性和医师专业水平,排名后五名的是安全管理机制、音视频通话质量、医保报销支持、退改费处理便捷性和投诉反馈机制。通过IPA分析将32项评价指标划分为保持优势类、控制优化类、适度发展类和重点改进类,四个象限分别分布了5、12、10、5个观测指标。结论互联网医院的建设要注意根据不同人群的需求进行适应性调整,进一步扩大宣传与普及。着重改善投诉反馈机制、诊疗服务、费用管理等指标,提升互联网医院的使用率和满意度。Objective In order to explore the development status of Internet hospitals and put forward improvement countermeasures.Methods Based on the evaluation index system of Chinese Internet hospitals based on the patient's perspective constructed by Professor Hou Shengtian's Research Team of Beijing University of Chinese Medicine,the selected sample Internet hospitals were investigated by patient questionnaire,and the Likert 5-level scoring method was used for statistic analysis and calculation of the score of each dimension evaluation index.Using the importance-performance analysis(IPA),the satisfied-importance IPA analysis matrix was constructed for the evaluation results of Internet hospitals from the patient perspective and analyzed.Results 939 valid questionnaires were inclu-ded,with an effective rate of 80.05%.The scores of the first-level index were system performance,service quality,pharmaceutical services,platform design,operation management,diagnosis and treatment services,and cost payment in ranking order from high to low.The top five of the secondary index were system response speed,operational stability,ease of use,convenience of payment methods and professional level of doctors,and the bottom five were security management mechanism,audio and video call quality,medical insurance reimbursement support,refund fee processing convenience and complaint feedback mechanism.The 32 evaluation indexes were divided into four qua-drants by IPA analysis,which were named as the category of maintaining advantages,the category of resource optimization,the category of moderation development and the category of key improvement.There were 5,12,10 and 5 observation indexes in the four quadrants.Conclusion The construction of Internet hospital should pay attention to the needs of different groups of people,should be adapted to further expand publicity and popularization.Focus should be put on improving the complaint feedback mechanism,diagnosis and treatment services,cost management and other indicators to improve the utilizat

关 键 词：互联网医院 建设现状 改进对策 IPA分析 

分 类 号：R197.32[医药卫生—卫生事业管理]