Patient experience-based analysis of Internet-Plus Nursing Services in Putuo District, Shanghai: implementation status and influencing factors
10.3760/cma.j.cn114798-20250311-00204
- VernacularTitle:上海市普陀区基于患者体验视角的“互联网+护理服务”实施现况及影响因素分析
- Author:
Lan CHANG
1
;
Xiaoqing LIU
;
Yikai MI
;
Ling SHI
;
Lin CHEN
;
Nannan LIU
Author Information
1. 上海市普陀区卫生健康事务管理中心，上海 200063
- Publication Type:Journal Article
- Keywords:
Community health services;
Internet-Plus Nursing Services;
Patient experience;
Quality perception;
Service quality
- From:
Chinese Journal of General Practitioners
2025;24(9):1090-1098
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To assess the implementation status of Internet-Plus Nursing Services from patient experience perspectives and analyze influencing factors in Putuo District, Shanghai.Methods:A cross-sectional study on Internet-Plus Nursing Services was conducted from January to March 2024. The study enrolled 502 patients from 12 community health centers and 4 social nursing stations in Shanghai Putou District via convenience sampling. Using Internet-Plus Nursing Services for ≥ 6 months were defined as having received the services. Service implementation and quality perception were evaluated using satisfaction assessments and SERVQUAL-based quality perception scales. Data analysis included descriptive statistics and binary logistic regression.Results:The service adoption rate was 73.71% (370/502), with 66.93%(336/502) policy awareness. The logistic regression analysis indicated that the application of services was significantly influenced by age ( OR=0.660, 95% CI: 0.512-0.850), self-care ability ( OR=0.384, 95% CI: 0.257-0.574), and policy awareness ( OR=0.344, 95% CI:0.210-0.564) (all P<0.05). Among the service types, specimen collection/monitoring (80.27%, 299/370) and home health guidance (64.86%,240/370) were most utilized. Injection services had the highest satisfaction (4.10/5), while the special type of care had the lowest satisfaction rate (2.45/5). Quality perception was highest for Assurance and Empathy dimensions (both 4.74/5). Conclusion:The application rate and satisfaction of Internet-Plus Nursing Service in Shanghai Putuo District is high, which is associated with effective integration of clinical needs and perceptual drivers. Targeted expansion of specialized care services is recommended to enhance service diversification.
