疫情防控常态化下患者双渠道就诊满意度影响因素研究

Research on Influencing Factors of Patient Satisfaction with Dual-Channel Medical Treatment Under the Normalization of Epidemic Prevention

[目的/意义]通过分析患者双渠道就诊模式下的在线评论,挖掘其满意度的影响因素,丰富患者满意度研究,从患者满意角度出发为后疫情时期患者双渠道就诊模式下在线医疗平台及关联线下医院的运营提供可行性参考建议。[方法/过程]首先基于扎根理论对患者双渠道就诊模式下的在线评论进行编码,识别患者满意度的主要影响因素及其关系,结合双因素理论对患者满意度激励保健因素进行初步识别。其次通过构建解释结构模型(ISM)分析各影响因素的层次结构及作用路径。再次通过交叉影响矩阵相乘法(MICMAC)分析各影响因素的依赖性及驱动力,找出提升患者满意度的重要驱动因素。最后对比单渠道患者满意度分析结果,得到提升患者双渠道就诊满意度的相关启示。[结果/结论]研究发现患者双渠道就诊满意度受到患者感知、医院质量、医护服务、平台保障及政策保障共5个维度21个因素的影响,其中安全性、被关怀感、对比感知差异、医院口碑、基础设施、医护知识分享、沟通交流及服务质量是患者双渠道就诊满意度的激励因素。底层因素通过两条路径作用于患者满意度,政策依据是患者就诊满意度的根源性影响因素,医院秩序、管理规范、医护专业素养、专业技能、个人素养及平台功能为关键性驱动因素。与单一渠道相比,患者双渠道就诊满意度显著受到安全性、政策依据、医护知识分享及医院管理规范的影响。

[Purpose/significance]This paper explores the influencing factors of patient satisfaction by analyzing online comments under the dual-channel consultation mode of patients,so as to enrich the research of patient satisfaction,and provide feasible suggestions from the perspective of patient satisfaction for the operation of online medical platforms and related offline hospitals under the dual-channel consultation mode for patients in the post-epidemic period.[Method/process]Firstly,based on the grounded theory,this paper coded the online comments of patients under the dual-channel consultation mode,and identified the main influencing factors of patient satisfaction and the relationships among the factors.Combined with the two-factor theory,this study preliminarily identified the motivating health care factors of patient satisfaction.Secondly,it analyzed the hierarchical structure and action path of each influencing factor by constructing ISM(interpretation structure model).And then it analyzed the dependence and driving force of each influencing factor through MICMAC(cross-influence matrix multiplication),and found out the important driving factors to improve patient satisfaction.Finally,the paper concluded some suggestions by comparing the obtained results of single-channel patient satisfaction analysis to improve the patient satisfaction with dual-channel consultation.[Result/conclusion]The study finds that patient satisfaction with dual-channel consultation is affected by 21 factors from 5 dimensions,including the patient perception,hospital quality,medical care service of dootors and nurses,platform guarantee and policy implementation.Among them,safety,feelings of being cared,contrast perception differences,the hospital reputation,hospital infrastructure,medical knowledge sharing of doctors and nurses,medical communication and medical service quality were the motivating factors of patient satisfaction with dual-channel consultation.The underlying factors act on patient satisfaction through two paths.The policy basis is the root influencing factor of patient satisfaction,and the hospital order,hospital management norms,professional quality and professional skills of doctors and nurses,doctors'and nurses'personal quality and platform function are the key driving factors.Compared with single channel,patient satisfaction with dual-channel consultation is significantly affected by safety,policy basis,medical knowledge sharing of doctors and nurses and hospital management norms.