Pain-point analysis of outpatient service based on online patient comments
10.3760/cma.j.cn111325-20200921-01950
- VernacularTitle:基于在线患者评论的医院门诊服务痛点分析
- Author:
Jingjing XIONG
1
;
Shuo YANG
;
Pengyu XU
;
Jiayue ZHU
Author Information
1. 温州医科大学公共卫生与管理学院 325035
- Keywords:
Outpatient service;
Online comments;
Pain-point analysis;
Sentimental analysis;
Service quality
- From:
Chinese Journal of Hospital Administration
2021;37(4):317-321
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To explore the pain points of outpatient service in hospital from the patient′s perspective, and to provide new ideas for optimizing management of service quality.Methods:Ten top hospitals in China were selected to collect the poor evaluation texts of outpatient services published by patients on the Dianping.com from January 1, 2017 to December 31, 2019. The user′ pain-point analysis model was introduced, the pain-point index word collection was constructed according to the word frequency, the pain-point index was quantitatively analyzed combined with the sentimental value, and the content of the index words was analyzed through conceptual annotation.Results:The analysis of 1 259 poor evaluation texts showed that patients′ poor evaluation of outpatient service quality mainly focused on four aspects: interpersonal interaction, process factors, human-computer interaction and environmental factors. The poor attitude of medical staff in interpersonal interaction and the long queuing time and short treatment time in process factors were the most prominent.Conclusions:Online patient comment analysis is suitable for the identification and perception of pain points in outpatient service, and is helpful for the hospital to choose the direction and items of service improvement.
