云南省少数民族地区患者移动医疗支付满意度及影响因素分析

Analysis of patients’satisfaction with mobile medical payment and its influencing factors in ethnic minority areas of Yunnan province

目的了解少数民族聚居地区患者对移动医疗支付使用的满意度及影响因素。方法2023年5-8月,采用立意抽样方法选取云南省德宏州、普洱市边疆某4个少数民族自治县6个自然村的565名少数民族患者作为研究对象,选取昆明市186名汉族患者作为参照研究对象。采用一般资料调查表、移动医疗支付使用意愿与态度调查量表和医疗费用移动支付满意度调查量表,调查医疗移动支付满意度的真实状况,探讨影响其满意度的相关影响因素。结果移动医疗支付使用整体满意度方面少数民族患者(39.65±10.43)分低于汉族患者的(49.54±7.88)分,差异具有统计学意义(P<0.05);从满意度各维度来看,移动医疗支付使用感知安全性、易用性、有用性得分方面少数民族患者均较明显低于汉族患者水平(P<0.05);移动医疗支付使用意愿与态度方面少数民族患者也较明显低于汉族患者水平(P<0.05);影响移动医疗支付满意度显著差异的主要因素从大到小依次为民族、最近一年去医院的次数、首次使用过移动医疗支付、学历(P<0.05)。结论少数民族患者对于移动医疗支付使用感知安全性、易用性、有用性较低,对于移动医疗支付使用意愿与特点偏低,有待于进一步提升其体验感与满意度。移动医疗支付服务的发展需充分考虑边远民族地区教育“文盲”、信息“偏盲”、资源“匮乏”的特性,须积极谋求适宜民族地区移动医疗支付的服务平台与应用,持续提升服务效率和质量。

Objective This paper aims to explore patient satisfaction with mobile medical payments in ethnic minority areas and its influencing factors.Methods From May to August 2023,565 ethnic minority patients from 6 villages in 4 ethnic minority autonomous counties in Dehong Prefecture and Pu’er City,Yunnan Province,were selected as research subjects,and 186 Han patients in Kunming were selected as controls.The general information questionnaire,the mobile medical payment willingness and attitude survey scale,and the medical cost mobile payment satisfaction survey scale were used to investigate their satisfaction with actual situation of medical mobile payment.Additionally,this paper discussed influencing factors affecting satisfaction.Results The ethnic minority patients exhibited a significantly lower level of satisfaction compared to the Han patients(39.65±10.43 vs.49.54±7.88,P<0.05).ethnic minority patients scored significantly lower on the dimensions of satisfaction,such as perceived safety,ease of use and usefulness of mobile medical payment compared to the group of Han patients(all P<0.05).Additionally,they ethnic minority patients showed significantly lower level of willingness and attitude to use mobile medical payment compared to the group of Han patients(P<0.05).The main factors influencing the significant difference in satisfaction with mobile medical payment were ethnic group,number of hospital visits in previous year,first-time use of mobile medical payment,and educational background(P<0.05).Conclusion Ethnic minority patients have a low perception of security,ease of use,and usefulness of mobile medical payments,as well as a low willingness and characteristics for mobile medical payment.Therefore it is necessary to further enhance their experience and satisfaction.In the development of mobile medical payment services hospitals should fully consider the current situation of“illiteracy”“semi-illiteracy”and“lack of resources”in remote ethnic areas.They should actively develop service platforms and applications suitable for mobile medical payment in ethnic minority areas to continuously enhance service efficiency and quality.