基于技术接受模型的上海市级医院门诊数字化转型影响因素分析

Analysis of Influencing Factors of Digital Transformation of Outpatient Service in Shanghai Municipal Hospitals based on Technology Acceptance Model

目的从患者视角了解关于上海市级医院门诊“便捷就医服务”数字化转型相应场景的使用感受,为推进数字化转型提供相关建议。方法对上海市级医院门诊患者进行问卷调查,了解患者对数字化转型场景的使用情况和数字化转型的认知,并通过技术接受模型从技术、环境、社会因素进行假设验证。结果实际回收有效问卷4285份,患者门诊数字化转型场景使用前3位分别为“精准预约”场景(占71.18%)、“医疗付费‘一件事’”场景(占67.47%)和“电子票据”场景(占48.87%)。患者对界面友善、系统稳定、亲朋好友和社交媒体推荐的积极体验正向影响其对技术易用性和有用性的认知,对技术易用性和有用性的正向感受同样促使患者更积极地接受和推广数字化转型(P<0.001)。结论患者对门诊数字化转型的使用场景更贴近于核心就医流程,相关数字化场景的建设需要医疗机构和社会的共同推进,针对老年患者需要进行适老化流程改造以体现人文关怀。

Objective To understand the use of the corresponding scenarios of digital transformation of“convenient medical service”in Shanghai municipal hospital outpatient department from the perspective of patients,and to provide relevant suggestions for promoting digital transformation.Methods A questionnaire survey was conducted among outpatients in Shanghai municipal hospitals to understand the use of digital transformation scenarios and their cognition of digital transformation,and the hypothesis was verified from the perspectives of technology,environment and social factors through the Technology Acceptance Model.Results A total of 4285 valid questionnaires were collected.The top three scenarios used in outpatient digital transformation are“Precise Appointment”(71.18%),“Convenient Payment”(67.47%)and“Electronic Ticket”(48.87%).Patients'positive experience of friendly interface,stable system,recommendations from relatives and friends and social media significantly and positively influenced their perceptions of technical usability and usefulness.Positive feelings of technical usability and usefulness also encouraged patients to accept and promote digital transformation more actively(P<0.001).Conclusion The use scenario of patients'outpatient digital transformation is closer to the core medical treatment process.The construction of relevant digital scenarios requires the joint promotion of medical institutions and society.The age-appropriate process transformation for elderly patients needs to reflect humanistic care.