| 引用本文：李臻林, 郭蕊.基于标准化病人法探究互联网诊疗服务质量对患者持续使用意愿的影响：以线上精神卫生服务为例[J].中国卫生政策研究,2023,16(6):79-86 |
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| 基于标准化病人法探究互联网诊疗服务质量对患者持续使用意愿的影响：以线上精神卫生服务为例 |
| 投稿时间：2022-12-03 修订日期：2023-05-13 PDF全文浏览 HTML全文浏览 |
| 李臻林, 郭蕊 |
| 首都医科大学公共卫生学院 北京 100069 |
| 摘要:目的：以精神卫生服务为例，探究公立医院互联网诊疗服务质量对患者持续使用意愿的影响。方法：使用标准化病人测量线上精神卫生服务质量及患者的持续使用意愿，采用配对t检验、卡方检验、逻辑回归等方法探究服务质量对患者持续使用意愿的影响。结果：多因素分析结果显示，过程质量中的医生回复字数（P<0.001）和医患沟通得分（P<0.001），结果质量中的医生是否提供生活方式建议（P<0.05）和患者满意度（P<0.001），整合质量中的线上线下服务的一致性（P<0.05）和连续性（P<0.05）均对患者持续使用意愿有影响。结论：对于线上精神卫生服务，在保障诊疗结果质量的同时，应提高医生的医患沟通水平，增强诊疗过程中的人文关怀，并注重患者隐私保护，积极构建线上线下服务一体化模式，以提高患者的持续使用意愿。 |
| 关键词:互联网诊疗 服务质量 持续使用意愿 标准化病人法 |
| 基金项目:国家自然科学基金项目（72174131）；北京市教育委员会科学研究计划项目（SZ202210025010） |
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| Exploring the impact of online diagnosis and treatment service quality on patients continuance intention based on the standardized patient method: Taking online mental health services as an example |
| LI Zhen-lin, GUO Rui |
| School of Public Health, Capital Medical University, Beijing 100069, China |
| Abstract:Objective: To explore the impact of online diagnosis and treatment service quality on patients continuance intention in Chinese public hospitals taking online mental health services as an example. Methods: Standardized patients are studied to assess the quality of online mental health service and patients willingness to continue using them. Paired T-test, Chi-square test and logistic regression are used to explore the influence of online medical service quality on patients intention. Results: The results of multivariate analysis show that the total response words of doctors (P<0.001) and the score of doctor-patient communication (P<0.001) in process quality, whether doctors provided advice for lifestyles (P<0.05) and patients satisfaction (P<0.001) in outcome quality, and the consistency (P<0.05) and continuity (P<0.05) of online and offline integration quality all affect patients willingness to continue using the service to a certain extent. Conclusions: For online mental health service, while guaranteeing the quality of diagnosis and treatment, it is suggested that doctors improve their level of communication with patients, enhance the humanistic care in the process of diagnosis and treatment, pay attention to privacy protection of patients, so that an integrated mode of online and offline services is constructed and patients continuance intention is improved. |
| Key words:Online diagnosis and treatment Service quality Continuance intention Standardized patient method |
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