在线医疗服务平台的用户使用及满意度调查研究

摘要

Objective To investigate the cognition and the acceptance of the online medical service platform for patients in public tertiary hospital,and to understand the satisfaction of the patients with online medical service,in order to provide the policy suggestions.Methods Doing queationnaire survey in outpatients and inpatients in 5 tertairy hospitals in Beijing City,using Epidata software to record the data,and using SPSS software to do the statistical analysis.Results The patients use more public online medical service platform than business platform.The main services used by patients are appointment and information search.Although the satisfaction and awareness for the patients of the online medical service platform is high,the system security,ease of operation,service usefulness,higher cost etc.are still concerned.Conclusion The satisfaction and awareness of the online medical service platform is high for patients.The current service use is focused on the pre-diagnosis phase.The diagnosis and post-diagnosis phase should be strengthened.And the online medical service has a better future patients use.%目的 调查公立三级医院用户对在线医疗服务平台的使用和接受程度,了解用户对在线医疗服务的满意度,从而为互联网医疗发展提供政策建议.方法 对北京市5家样本三级医院的门诊和住院患者进行问卷调查,运用Epidata对数据资料进行录入,采用SPSS软件进行统计学分析.结果 用户使用的公共服务平台较多,服务类型以挂号和信息查询为主;用户对在线医疗服务的满意度和信任程度较高,但对系统安全性、操作简便性、服务有用性、费用等方面仍有顾虑.结论 用户对在线医疗服务平台的满意度和认知程度较高;目前的服务利用集中在诊前环节,可加强诊中和诊后环节扩展;患者的未来使用意愿较好.