大型公立医院门诊患者在线医疗服务使用行为及意愿分析

目的:调查门诊患者对大型公立医院在线医疗服务的了解程度和使用情况,分析城乡患者在使用意愿、影响因素方面的差异,从而有针对性地为公立医院改进在线医疗服务工作提供决策参考.方法:2018年11月,在四川省某大型三级甲等公立医院,随机选择门诊就医患者,采用自行编制的问卷开展调查,收回有效问卷595份,获取患者对在线医疗服务的了解程度、使用情况、使用意愿和影响因素,并进行分析.结果:患者了解在线医疗服务的主要渠道分别是医院的微信公众号、网站和微博,城乡基本一致;城市患者通过微信公众号和APP渠道了解医院的比例高于农村地区患者,差异有统计学意义;运用医院网站、微信公众号和APP实现获取就诊服务方面,城市患者的比例也高于农村患者,差异有统计学意义;城乡患者对医院介绍、健康档案查询、医生介绍和门诊安排最为关注,对医院的新闻动态、医保政策的关注度较低;城乡患者普遍认为影响在线医疗服务使用的干扰因素是没有听说、担心信息泄露和不会操作.结论:城乡患者对大型公立医院在线医疗服务平台接受程度较高,并具有较好的使用意愿,对在线医疗的使用功能是患者关注的首要因素,建议在服务模式、可操作性、提升安全性等方面持续优化.

Analysis of Outpatients'Behavior and Willingness to Use Online Medical Services in General Public Hospitals

Objective To investigate the outpatients'understanding and use of online medical services of general public hospitals,analyze the differences of use intention and its influencing factors between urban and rural patients,and provide reference for decision-making to improve online medical services for public hospitals.Methods Outpatients in a general public hospital of Sichuan Province were randomly sampled and surveyed with self-made questionnaire,from which 595 cases of valid questionnaires were collected to obtain the patients’understanding of online medical services,use status,use intention and its influencing factors.Results The main channels for patients to understand online medical services were the hospital's WeChat official account,website and microblog,which were basically the same in urban and rural areas.The proportion of obtaining information through WeChat official account and APP was significantly higher in urban patients than that in rural patients.And the proportion of accessing to medical services through hospitals*websites,WeChat official accounts and APP was significantly higher in urban patients than that in rural patients.Patients in urban and rural areas mainly concerned the hospitals'introduction,health file inquiry,doctors’introduction and outpatient arrangement,less in hospital news and medical insurance policy.The factors to influence the use of online medical services were unknown,fear of information disclosure and incapable of operation.Conclusion Urban and rural patients had higher acceptance of online medical service platform of general public hospital and had a better willingness to use it.The using function of online medicine is a primary concern for patients.It is suggested to continuously optimize the service mode,operability and security.