某公立三甲医院互联网医院患者就医体验调查与分析

Investigation and analysis of patients’ medical experience in the internet hospital attached to a public level-a tertiary hospital

目的探讨常州市某公立三甲医院互联网医院患者对线上服务的体验及评价,为进一步提升互联网医院服务提供参考依据。方法选取接受过该院互联网医院服务的患者作为调查对象,采用微信发放调查问卷,共回收有效样本275份。结果互联网医院就医总体评价为满意和不满意的患者在随时就诊、线上沟通、服务态度、接受度方面有显著差异(P<0.05)。结论患者对互联网医院就医体验总体较好。良好的体验能促进患者继续选择线上服务,但在医疗信息、就医流程、系统操作方面需进一步提升,且需丰富宣传路径,推动可持续发展。

Objective To explore the experience and evaluation of online services by patients of the Internet hospital in a public Level-A Tertiary hospital in Changzhou,and to provide a reference for further improvement of Internet hospital services.Methods The patients who have received the Internet hospital services were selected as the survey subjects.The questionnaires were distributed through WeChat,and a total of 275 valid samples were collected.Results The overall evaluation of Internet hospital patients as satisfied and dissatisfied patients had significant differences in real-time consultation,online communication,service attitude,and acceptance(P<0.05).Conclusion The overall experience of patients with Internet hospitals is relatively good,and a good experience can promote patients to continue to choose online services,but medical information,medical procedures,and system operations need to be further improved,and publicity paths need to be enriched to promote sustainable development.