The impact mechanism of smart service construction on patient experience in Beijing municipal hospitals:A perspective based on the Technology Acceptance Model(TAM)
10.3969/j.issn.1674-2982.2025.03.008
- VernacularTitle:北京市属医院智慧服务建设对患者就医体验的影响机制研究
- Author:
Yang JI
1
;
Pan WANG
;
Le-le LI
;
Xiao-rui ZHU
Author Information
1. 首都医科大学附属北京潞河医院 北京 101199
- Publication Type:Journal Article
- Keywords:
Smart services;
Patient experience;
Technology Acceptance Model(TAM);
Impact mechanisms
- From:
Chinese Journal of Health Policy
2025;18(3):57-64
- CountryChina
- Language:Chinese
-
Abstract:
The intelligent development of the medical field is burgeoning,and smart healthcare has become a crucial driver for enhancing medical service efficiency and improving patient experience.However,the specific pathways through which smart healthcare improves patient experience have not been fully explained.To address this gap,this study utilizes micro-level individual data collected by the Beijing Hospitals Authority in 2023 from patients in municipal hospitals,employing the Technology Acceptance Model(TAM)to investigate the impact mechanisms of smart service construction on patient experience.The results indicate that smart services significantly improve patient experience by enhancing perceived ease of use,with this effect being particularly prominent during the treatment stage.Additionally,smart services demonstrate potential advantages in alleviating the"digital divide,"with a more pronounced optimization effect on the healthcare experience of elderly populations.Highly educated groups exhibit greater satisfaction and perceived benefits from smart services.
