互联网医院使用及满意度调查研究——基于广东省的问卷调查

Investigation and research on the use and satisfaction of internet hospital--based on the questionnaire survey in Guangdong province

目的了解广东省居民使用互联网医院及其满意度情况,并提出相应建议。方法通过问卷调查收集到601位广东省居民使用互联网医院及其满意度数据并进行描述性统计分析。结果69.88%的居民使用过互联网医院;54.41%的居民使用大型综合性实体医院的互联网医院平台;77.70%的居民使用过互联网医院的网上挂号或缴费服务;60.23%的居民使用过在线问诊服务;54.91%的居民使用过查询医院、医生和疾病信息服务。在具体服务内容上存在着对慢病复诊、慢病续方和远程诊疗服务使用率偏低的情况,不超过20.00%的居民使用过这些服务。75.20%的居民对互联网医院及其服务整体表示非常满意和比较满意,居民不满意主要在慢病复诊、慢病续方和远程诊疗上。结论居民对互联网医院的使用率处于较高水平,知晓度和满意度也较高,但仍存在15.31%的居民未使用过的不足,应进一步加强对互联网医院的宣传和改善居民部分不满意的地方,着重完善互联网医院慢病复诊、慢病续方和远程诊疗服务体系,提升居民满意度和使用率。

Objective To understand the utilization and satisfaction of Internet hospitals among residents in Guangdong Province,and to provide suggestions.Methods A questionnaire survey was conducted to analyze the use of Internet hospitals and the satisfaction among 601 residents in Guangdong Province.Results 69.88%of residents have used Internet hospitals,54.41%of residents used the Internet hospitals founded by large medical institutions,77.70%of residents used online registration or payment services provided by Internet hospitals,and 60.23%of residents have used online consultation services,and 54.91%of residents have used information services about hospitals,doctors,and disease.In terms of detailed services,there was a low utilization rate of return visit and drug support of chronic diseases together with telemedicine,and no more than 20.00%of residents used the three services.75.20%of residents were very satisfied and relatively satisfied with Internet hospitals and their services,while residents were mainly dissatisfied with return visit and drug support of chronic diseases as well as telemedicine.Conclusion The utilization rate of Internet hospitals among residents was high,and their awareness and satisfaction were also high.However,there was still a problem of 15.31%of residents who didn’t have used Internet hospitals.It is necessary to further strengthen the propaganda and improve the areas of dissatisfaction.Emphasis should be placed on return visit and drug support among patients with chronic diseases,and telemedicine to improve residents’satisfaction and utilization.