基于SARF理论的“互联网+护理服务”风险控制策略研究

Studying on the Risk Control Strategy of Internet+Nursing Services Based on SARF Theory

目的:更加深入动态地探析“互联网+护理服务”过程中风险的产生及放大,以期更有效的防范和规避“互联网+护理服务”的风险。方法:以风险的社会放大框架(SARF)为理论框架,采用内容分析法梳理“互联网+护理服务”的现有服务过程以及过程中风险的产生、放大过程。结果:在预约评估、上门服务、服务评价和服务效应的“互联网+护理服务”流程中,可能产生数据泄露、“匿名陌生人”、医疗设备缺失、监管欠缺和虚假评价等风险,并经由服务过程放大,也由此导致服务的公益性忧虑和污名化效应。结论:应当从信息传递和反应机制两个节点入手,通过完善安全体系、强化护理服务管理和减低风险次级效应等对策来防范和治理“互联网+护理服务”的风险。

Objective To dynamically explore the risk generation and amplification of“Internet+nursing service”,and effectively prevent and avoid the risk of“Internet+nursing service”.Methods Taking the risk social amplification framework(SARF)as the theoretical framework,the method of content analysis was adopted to sort out the existing service process of"Internet+nursing services"and the generation and amplification process of risks in the process.Results In the process of Internet+nursing service,such as reservation evaluation,door-to-door service,service evaluation and service effect,risks such as data leakage,anonymous strangers,lack of medical equipment and supervision,and false evaluation may be generated,and amplified by service process,which would also lead to the public welfare concerns and stigma effect of services.Conclusion It is suggested to prevent and govern the risk of Internet+nursing service by improving the security system,strengthening the management of nursing services and reducing the secondary effects of risks based on the two nodes of information transmission and reaction mechanism.