公立医院门诊患者互联网医疗服务感知体验分析  

Analysis of Internet Medical Service Perception Experience of Outpatients in Public Hospitals

作　　者：王惠群[1] 胡琦[1] 徐宁 张丽虹 潘闯 WANG Huiqun;HU Qi;XU Ning;ZHANG Lihong;PAN Chuang(School of Public Health and Management,Ningxia Medical University,Yinchuan 750004,Ningxia,China;Medical Department,General Hospital of Ningxia Medical University,Yinchuan 750004,Ningxia,China)

机构地区：[1]宁夏医科大学人文与管理学院,宁夏银川750004 [2]宁夏医科大学总医院医务处,宁夏银川750004

出　　处：《医学信息》2025年第9期59-63,共5页Journal of Medical Information

基　　金：宁夏哲学社会科学规划项目(编号:21NXCGL02);宁夏医科大学校级科研项目(编号:XM2021177)。

摘　　要：目的分析公立医院门诊患者互联网医疗的使用情况和感知体验,为提升患者就医意愿、优化患者就医体验提供策略建议。方法于2022年4月-2023年2月,采用方便抽样方法,通过问卷调查方式获取560例宁夏某三甲医院门诊患者对互联网医疗的知晓程度、使用现状以及感知体验等情况并进行描述性分析。结果参与本次调查的门诊患者呈现年轻化、受教育程度较高的特点;门诊患者互联网政策知晓率为54.64%,服务知晓率为48.93%;诊前预约、诊中检查检验预约(88.93%)的使用率最高,用药指南和药品送递以及远程医疗、专家线上会诊的使用率(6.79%)最低;可及性感知体验处于中等水平,安全性感知体验相对较低,获得感体验有所差异,总体满意度处于中上水平。结论门诊患者互联网医疗服务功能选择和使用程度不均衡,互联网医疗在满足患者就医需求、保障信息安全、提升治疗效果方面仍需进一步提高。应坚持以患者为中心,提升患者知晓率和就医体验,提供个性化线上诊疗服务,夯实患者信息安全保障。Objective To analyze the use and perceived experience of Internet medical care for outpatients in public hospitals,and to provide strategic suggestions for improving patients'willingness to seek medical treatment and optimizing patients'medical experience.Methods From April 2022 to February 2023,a convenient sampling method was used to obtain the awareness,use status and perceived experience of 560 outpatients in a tertiary hospital in Ningxia through questionnaire survey and descriptive analysis.Results The outpatients who participated in this survey were younger and more educated.The awareness rate of Internet policy among outpatients was 54.64%,and the awareness rate of service was 48.93%.The utilization rate of pre-diagnosis appointment and in-diagnosis examination appointment(88.93%)was the highest,and the utilization rate of medication guide and drug delivery,telemedicine and expert online consultation(6.79%)was the lowest.The perceived experience of accessibility is at a medium level,the perceived experience of security is relatively low,the perceived experience of acquisition is different,and the overall satisfaction is at an upper-middle level.Conclusion The selection and use of Internet medical services for outpatients are not balanced.Internet medical services still need to be further improved in meeting patients'medical needs,ensuring information security and improving treatment effect.We should adhere to patient-centered,improve patient awareness and medical experience,provide personalized online diagnosis and treatment services,and consolidate patient information security.

关 键 词：门诊患者 互联网医疗 使用情况 感知体验 

分 类 号：R197[医药卫生—卫生事业管理]