基于标准化病人法的公立医院互联网诊疗服务质量主客观评价研究

Subjective and objective evaluation of Internet diagnosis and treatment service quality in public hospitals based on standardized patients method

目的:通过对公立医院互联网诊疗服务质量开展主客观评价,为进一步提升互联网诊疗服务质量、提高患者满意度提供参考。方法:利用标准化病人法,基于诊疗指南开展客观质量评价,基于患者满意度开展主观质量评价,并对主客观质量评价进行相关性分析。结果:公立医院互联网诊疗诊断结果正确性高,患者对诊断结果满意度最高(4.18±1.126),主客观质量评价一致性较高(P<0.001)。结论:医疗机构应加大对医生互联网诊疗工作的培训、监管和激励,合理安排医生工作时间,建立适宜的定价和收费机制。

Objective: To provide reference for further improving the quality of Internet diagnosis and treatment service in public hospitals and improving patient satisfaction through subjective and objective evaluation of service quality. Methods: Standardized Patients method was used to perform objective quality evaluation based on guidelines and subjective quality evaluation based on patient satisfaction. Correlation analysis of subjective and objective quality evaluation was carried out. Results: The online diagnosis in public hospitals was more accurate and patients? satisfaction with the diagnosis was the highest(4.18±1.126). Subjective and objective quality evaluation was of higher consistency(P <0.001). Conclusion: Hospitals should strengthen training, supervision and incentive for doctors, reasonably arrange doctors? working time and establish suitable pricing and charging mechanism.