【作者】 李明慧；

【导师】 马敬东；

【作者基本信息】 华中科技大学 ， 图书情报， 2020， 硕士

【摘要】 [目的]微信诊疗属于互联网+医疗领域的重要应用方向,本文以SG人民医院微信公众平台为研究对象,目的是通过对微信诊疗平台的满意度调查,帮助医院改善信息化诊疗服务质量,不断完善微信诊疗平台现有服务功能,调整平台管理策略,节约行政资源,提供精准诊疗服务,最终实现患者满意的服务宗旨。[方法]本研究采取的研究方法包括文献研究法和个案研究法等。通过文献研究法,梳理了国内外关于互联网医疗、微信诊疗、患者需求、患者满意度、Kano模型应用等方面的研究资料,发现了国内外学者对微信诊疗平台服务功能改善方面的研究成果不多,关于提升微信诊疗平台患者使用满意度方面的成果不多,通过Kano模型理论研究医院微信诊疗平台的案例也不多,前人研究的未尽之处为本次研究提供了明确的研究方向。通过个案研究法,对患者使用微信诊疗平台的真实感知进行了调查,并对调查数据进行统计分析,为探讨SG人民医院微信诊疗平台的各服务功能的作用及优化奠定了基础。[结果]本次研究通过Kano模型实证研究对SG微信诊疗平台现有的21项服务功能进行了分类,其中21项服务功能包括:在线诊疗与反馈、提供分享和交流平台、医生信息查询、消息推送服务、医院概况查询、失物招领查询、个人历史信息查询、预约就诊服务、医保咨询服务、在线缴费服务、电子就诊卡办理服务、报告查询、招标公告、个人对账单、公开课、AI智能就医导航、AI智能就诊指引、AI智能停车指引、AI智能提醒服务、提供社会生活服务、提供免费WIFI服务。本研究根据狩野纪昭对Kano模型的表述与研究,通过计算问项频数,并统计频数最大值,对本次研究涉及的21项服务内容进行分类,分类结果为提供分享和交流平台、消息推送服务、提供免费WIFI服务;在线诊疗与反馈、医生信息查询、医院概况查询、预约就诊服务、医保咨询服务、在线缴费服务、电子就诊卡办理服务属于必备服务质量;失物招领查询、个人历史信息查询、个人对账单、AI智能就医导航、AI智能就诊指引、AI智能停车指引、AI智能提醒服务属于期望服务内容;招标公告、公开课、提供社会生活服务属于无差异服务内容,并通过Kano精细化分类将上述21项指标进行了高必备功能、低必备功能、高期望功能、低期望功能、高魅力功能、低魅力功能、潜在功能、无关功能服务的分类。最后运用用户满意指数模型,在Kano精细化分类的基础上,对SG人民医院微信诊疗平台服务功能改善与供给的优先顺序进行了探讨,得出了第一优先满足的服务功能是个人对账单,个人历史信息查询,提供免费WIFI服务;第二优先满足的服务功能是医保咨询服务,在线缴费服务,在线诊疗与反馈,就诊卡挂失与激活服务;第三优先满足的服务功能是消息推送服务,失物招领查询,AI智能停车指引。[结论]SG人民医院的管理者应根据本次研究的结果,按照服务内容的重要程度与优先顺序分阶段的改进微信诊疗平台服务质量,即对于处在起步阶段的该院微信诊疗平台应重点改善本研究所列第一优先满足的服务功能,在较快提升患者使用满意度后,巩固和完善第二优先满足服务功能,以防止患者的不满。最后,再开发第三优先满足的服务功能。由于SG人民医院微信诊疗平台当前已经具备了第三优先满足的部分功能,所以在实际操作中以巩固加强为主。更多还原

【Abstract】 [Purpose]WeChat is an important application direction in the Internet plus medical field.This paper takes WeChat public platform of SG people’s Hospital as the research object,aims at helping the hospital improve the quality of information diagnosis and treatment service,improving the existing service function of the WeChat diagnosis and treatment platform,adjusting the platform management strategy,saving administrative resources,and providing accurate information through the investigation of the satisfaction degree of the WeChat treatment platform.Diagnosis and treatment services,and ultimately achieve the service tenet of patients’ satisfaction.[Methods] The research methods adopted in this study include literature research,interview and questionnaire.Through literature research,this paper combed the research data about internet medical,wechat diagnosis and treatment,patient demand,patient satisfaction and Kano model application at home and abroad,and found that domestic and foreign scholars had few achievements in improving the service function of wechat diagnosis and treatment platform,and few achievements in improving the patient satisfaction of wechat diagnosis and treatment platform through Kano model theory There are not many cases to study the hospital wechat diagnosis and treatment platform,and the lack of previous studies provides a clear research direction for this study.Through interview and questionnaire,we investigated the real perception of patients using wechat diagnosis and treatment platform,and made statistical analysis of the survey data,which laid the foundation for exploring the function and optimization of each service function of SG people’s Hospital wechat diagnosis and treatment platform.[Results] This study classifies 21 existing service functions of SG wechat diagnosis and treatment platform through Kano model empirical research,including online diagnosis and feedback,sharing and exchange platform,doctor information query,message push service,hospital profile query,lost and found query,personal history information query,appointment consultation service and medical insurance consultation service Service,online payment service,electronic medical card processing service,report query,bidding announcement,personal statement,open class,AI intelligent medical navigation,AI intelligent medical guidance,AI intelligent parking guidance,AI intelligent reminder service,social life service and free WiFi service.In this study,we use the structured standardized user questionnaire developed by Professor Shouye Jizhao to collect data.According to the Kano model evaluation and classification method of Shouye,we classify 21 services based on the principle of maximum frequency.The classification results are: providing sharing and communication platform,information push service,providing free WiFi service;online diagnosis and treatment and feedback,doctor information query Hospital profile query,appointment service,medical insurance consulting service,online payment service,electronic medical card processing service are essential service quality;lost and found query,personal history information query,personal statement,AI intelligent medical navigation,AI intelligent medical guidance,AI intelligent parking guidance,AI intelligent reminder service are expected service content;bidding announcement,open class.the provision of social life service belongs to the non differentiated service content,and through Kano refined classification,the above 21 indicators are provided with high necessary quality,low necessary quality,high expected quality,low expected quality,high attractive quality,low attractive quality,potential quality and irrelevant quality service.Finally,on the basis of Kano’s refined classification,using the user satisfaction index model.This paper discusses the service function improvement and supply priority of SG people’s Hospital’s wechat diagnosis and treatment platform,and concludes that the first priority service functions are medical insurance consulting service,online payment service,online diagnosis and treatment and feedback,medical card loss reporting and activation service,and the second priority service function It is a personal statement,personal history information query,providing free WiFi service;the third priority service function is message push service,lost and found query,AI intelligent parking guidance.[Conclusion]The managers of SG people’s hospital should focus on improving the service in stages according to the results of patients’ investigation.The wechat diagnosis and treatment platform in the initial stage should focus on improving the first priority to meet the service function,meet the basic needs of patients’ medical treatment,and strive to develop the second priority to meet the service function to prevent patients’ dissatisfaction.Finally,the third priority service function is developed.Because SG people’s Hospital’s wechat diagnosis and treatment platform currently has the third priority to meet some of the functions,so in the actual operation to consolidate and strengthen the main.更多还原