北京市属医院智慧服务建设对患者就医体验的影响机制研究——基于技术接受模型(TAM)视角  

The impact mechanism of smart service construction on patient experience in Beijing municipal hospitals:A perspective based on the Technology Acceptance Model(TAM)

作　　者：冀杨 王攀 李乐乐 朱晓瑞 JI Yang;WANG Pan;LI Le-le;ZHU Xiao-rui(Beijing Luhe Hospital,Capital Medical University,Beijing 101199,China;School of Labor and Human Resources,Renmin University of China,Beijing 100872,China;Beijing Hospitals Authority,Beijing 101117,China)

机构地区：[1]首都医科大学附属北京潞河医院,北京101199 [2]中国人民大学劳动人事学院,北京100872 [3]北京市医院管理中心,北京101117

出　　处：《中国卫生政策研究》2025年第3期57-64,共8页Chinese Journal of Health Policy

基　　金：中国人民大学科学研究基金(中央高校基本科研业务费专项资金资助)项目(24XNF009)。

摘　　要：医疗领域智慧化发展方兴未艾,智慧医疗已成为提升医疗服务效率、改善患者就医体验的重要抓手,但其改善患者就医体验的具体路径尚不够清晰。基于此,本文利用北京市医院管理中心2023年面向北京市属医院患者采集的微观个体数据,运用技术接受模型(TAM),探究智慧服务建设对患者就医体验的影响机制。研究结果表明:智慧服务通过提升患者对技术的感知易用性,显著改善了患者的就医体验,这一效应在诊中环节尤为突出;智慧服务在缓解“数字鸿沟”方面具有潜在优势,对老年群体就医体验的优化作用更为显著;高学历群体对智慧服务的满意度和获得感更强。The intelligent development of the medical field is burgeoning,and smart healthcare has become a crucial driver for enhancing medical service efficiency and improving patient experience.However,the specific pathways through which smart healthcare improves patient experience have not been fully explained.To address this gap,this study utilizes micro-level individual data collected by the Beijing Hospitals Authority in 2023 from patients in municipal hospitals,employing the Technology Acceptance Model(TAM)to investigate the impact mechanisms of smart service construction on patient experience.The results indicate that smart services significantly improve patient experience by enhancing perceived ease of use,with this effect being particularly prominent during the treatment stage.Additionally,smart services demonstrate potential advantages in alleviating the“digital divide,”with a more pronounced optimization effect on the healthcare experience of elderly populations.Highly educated groups exhibit greater satisfaction and perceived benefits from smart services.

关 键 词：智慧服务 就医体验 技术接受模型 影响机制 

分 类 号：R197[医药卫生—卫生事业管理]