Research on key influencing factors of online medical patient satisfaction based on meta-ethnography and DEMATEL-ISM
10.3760/cma.j.cn111325-20240403-00237
- VernacularTitle:基于元人种志和DEMATEL－ISM的在线医疗患者满意度关键影响因素研究
- Author:
Lijiang ZHANG
1
;
Jingjing XIA
;
Mei TIAN
;
Zhanchun FENG
;
Wenjie REN
Author Information
1. 新乡医学院卫生健康管理学院，新乡 453003
- Publication Type:Journal Article
- Keywords:
Health services administration;
Patient satisfaction;
Online healthcare platforms;
Meta-ethnography;
Decision making trial and evaluation laboratory-inter
- From:
Chinese Journal of Hospital Administration
2024;40(11):844-850
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To identify and analyze the key factors affecting online medical patient satisfaction, providing references for improving online patient satisfaction.Methods:Matched " user satisfaction, patient satisfaction" with keywords such as " internet medical, online medical", and searched for literature published from 2013 to 2023 in databases like CNKI and the Full-text Database of Chinese Medical Journals.Based on the critical appraisal skills programme for quality assessment, screened the literature. Employed the meta-ethnography method to synthesize the factors affecting online medical patient satisfaction in the included studies. Identified key influencing factors through the decision making trial and evaluation laboratory (DEMATEL) method, and then constructed a multi-level cascading structure model using the interpretative structural modelling (ISM) method to analyze the logical connections and hierarchical structure among the influencing factors, and obtained the key influencing paths.Results:20 articles were included, and through the meta-ethnography method, obtained a set of influencing factors for three thematic dimensions: personal, social, and technological, including eight influencing factors: perceived risk, perceived quality, information support, social support, environmental support, emotional support, medical technology, and platform design. By employing the DEMATEL-ISM method, information support and perceived quality were identified as key outcome factors, with centrality values of 15.713 and 15.417, respectively, and reason degrees of -0.957 and -1.095, respectively. Medical technology was identified as a key cause factor, with a centrality value of 15.476 and a reason degree of 0.956; the key influence path was platform design-medical technology-social support-information support, with a sum of centrality values totaling 59.305.Conclusions:This study identified key outcome factors, key cause factors, and key influence paths for online medical patient satisfaction. Based on these findings, it is suggested to enhance information support by improving the quality of health information on the online medical platform, improve the quality of patient perception by optimizing the doctor-patient interaction mode, improving the efficiency and response speed of doctor-patient communication, strengthening the supervision of the diagnosis and treatment process, etc., improve the level of online medical technology by establishing an Internet doctor ability evaluation index system and strengthening training, and jointly promote the improvement of online medical patient satisfaction by collaborating with multiple stakeholders.
