面向医院在线信息服务的用户利用行为及影响因素研究--以河北省为例

User Utilization Behavior and Influencing Factors of Hospital Online Information Service:A Case Study of Hebei Province

[目的/意义]随着数字时代发展,许多传统医疗机构打造了一系列以患者为中心的线上用户服务项目,但其实际被利用情况、效果以及影响因素还有待进一步考证。[方法/过程]本研究以河北省10家三甲医院为例,调查医院提供的在线服务渠道、类型及具体内容,并进一步探究有医疗需求的患者及家属利用医院在线服务的影响因素。[结果/结论]研究发现,当前医院在线服务主要通过官方网站、微信公众号、微信小程序、支付宝生活号等4类渠道,提供智能分诊、线上线下问诊、个人线上健康管理、缴费管理、疫情应对等17项主要服务内容。用户的年龄、教育程度,以及感知平台服务效用、信息效用、努力期望、社会影响、感知风险等因素,对用户利用医院在线服务有多维度影响。

[Purpose/Significance]With the development of the digital age,many traditional medical institutions have created a series of patient-centered online user service projects,but their actual utilization,effect and influencing factors need to be further verified.[Method/Process]Taking 103A Grade hospitals in Hebei Province as an example,this study investigated the online information service channels,types and specific contents provided by hospitals,and explored the influencing factors of patients and their families with medical needs using hospital online services.[Results/Conclusions]The current online services in hospitals mainly through 4 main channels include the official channels,WeChat public numbers,WeChat applets,Alipay life code.A total of 17 main services are provided such as intelligent triage,online and offline consultation,personal online health management,payment management and epidemic response.Users'age,education level,perceived platform service utility,information utility,effort expectation,social impact,and perceived risk factors all have a multi-dimensional impact on users'use of hospital online services.