【摘要】 目的:在公益性视角下研究患者对互联网诊疗服务的使用、认知和相应因素进行调查分析,为进一步明确患者需求,更好地开展公立医院互联网诊疗服务提供参考和借鉴。方法:采用线上问卷调查法,针对上海公立医院门诊患者进行问卷调查。调查内容包括患者基本信息及针对互联网诊疗的使用现状和认知情况。结果:仅有18.57%的被调查者非常了解互联网医疗服务,有81.43%的被调查者对于互联网医疗的相关内容不太了解或者完全不了解。患者了解互联网医疗服务的方式集中在通过智能手机、互联网等新媒体推送的信息。患者希望从互联网医疗中获得的服务集中在医疗健康咨询与在线问诊和预约挂号功能。使用过互联网诊疗的患者群体普遍具有高学历、高收入和更为年轻的特点,且对于相关因素具有显著差异(P<0.05)。患者在选择互联网诊疗服务平台选择方面有所不同,选择医院自营的互联网平台更侧重于检验检查结果查询和线上复诊线上配药、开具检验检查这两方面,且具有统计学差异(P<0.05)。互联网诊疗的患者满意度结合公益性视角,就便捷、价格、质量三方面的相关性分析发现患者的满意度和平台界面的复杂程度、医生的专业性、医患沟通效率这三方面有显著负相关(P<0.05),在价格方面满意度的相关影响因素没有显著关系。结论:公立医院应通过官方宣传平台提升患者对于互联网医疗服务的认知,基于不同定位建设互联网诊疗平台,满足不同使用需求,以公益性建设提升患者满意度。更多还原

【Abstract】 Objective:To investigate and analyze patients’ use,cognition and corresponding factors of Internet diagnosis and treatment services from the perspective of public welfare,so as to provide reference and reference for further clarifying the needs of patients and better carrying out Internet diagnosis and treatment services in public hospitals.Methods:The online questionnaire survey method was used to conduct a questionnaire survey on outpatients in Shanghai public hospitals.The content of the survey includes basic patient information and the current status and cognition of Internet diagnosis and treatment.Results:Only 18.57% of the respondents knew Internet medical services very well,and 81.43% of the respondents did not know much about Internet medical services or did not understand them at all.The way that patients understand Internet medical services focuses on information pushed through new media such as smartphones and the Internet.The services that patients hope to obtain from Internet medical services are focused on medical health consultation,online consultation and appointment registration.The group of patients who have used Internet diagnosis and treatment generally have the characteristics of high education,high income and younger age,and there are significant differences in related factors (P<0.05).Patients are different in choosing the Internet diagnosis and treatment service platform.Choosing the hospital’s self-operated Internet platform focuses more on the inspection and inspection results,online re-diagnosis,online dispensing,and the prescribing of inspections,and there are statistical differences (P< 0.05).The patient satisfaction of Internet diagnosis and treatment combined with the perspective of public welfare,and the correlation analysis of convenience,price,and quality found that the satisfaction of patients and the complexity of the platform interface,the professionalism of doctors,and the efficiency of doctor-patient communication are significantly negative.Correlation (P<0.05),there is no significant relationship between the relevant influencing factors of satisfaction in terms of price.Conclusion:Public hospitals should enhance patients’ awareness of Internet medical services through official propaganda platforms,build Internet diagnosis and treatment platforms based on different positionings,meet different user needs,and improve patient satisfaction through public welfare construction.更多还原