基于患者用户画像建模的基本公共卫生服务现状质性分析

Qualitative analysis of present situation of the basic public health service based on patient user portrait modeling

目的通过质性研究的方法从患者角度了解基本公共卫生服务中高血压、糖尿病管理现状,以期为今后提高基本公共卫生服务质量提供依据。方法通过用户画像将真实用户设置为用户模型,基于服务设计范式中的用户旅程图,进行编码、分析。结果对患者接受基本公共卫生服务过程中每个服务接触点的人、行为、情绪及产生不良体验的具体环节进行展示。将目标用户角色模型分为低收入者、中间偏下收入者、中间收入者3类,每个用户角色模型有各自的用户特征,用户角色模型的基本信息为个人属性;依据研究目的对用户行为、用户兴趣、用户体验、用户喜好等进行相似概念范畴特征抽取,将访谈资料编码为健康意识、健康支付、服务依从性、信息接受度、行为易改性5个范畴。结论通过多方面提升基本公共卫生的服务能力,重视初始信息的“首因作用”,促成高血压、糖尿病患者规律随访,并提供反映其自我管理行为效果的信息反馈和指导。

Objective To understand the current status of hypertension and diabetes management in basic public health services from the perspective of patients through qualitative research,in order to provide a basis for improving the quality of basic public health services in the future.Methods Real users were set as user models through user portraits,and were encoded and analyzed based on the user joumey map in the service design paradigm.Results The specific links of people,behaviors,emotions and adverse experiences at each service contact point in the process of patients receiving basic public health services were displayed.The target user role models were divided into three categories:low income people,middle income people and middle income people.Each user role model had its own user characteristic,and the basic information of the user role model was personal attributes;according to the purpose of the study,it extracted the similar concepts of user behavior,user interest,user experience and user preferences,and code the interview data into five categories:health awareness,health payment,service compliance,information acceptance and behavior modification.Conclusion The service capacity of basic public health should be improved in many aspects,the“first cause”of initial information should be emphasized,regular follow-up of patients with hypertension and diabetes should be promoted,and information feedback and guidance should be provided to reflect the effect of their self-management behaviors.