Study on the Quality Evaluation of Online Medical Services in Public Hospitals Based on the Standardized Pa-tient Method and lOM Model
- VernacularTitle:基于标准化病人法和IOM模型的公立医院互联网诊疗服务质量评价研究
- Author:
Yuting YANG
1
;
Faying SONG
;
Yuhan LI
;
Xue GONG
;
Yipei WANG
;
Rui GUO
Author Information
1. 北京大学第三医院 北京 100191
- Publication Type:Journal Article
- Keywords:
public hospital;
online medical service;
quality;
standardized patient method;
IOM model
- From:
Chinese Hospital Management
2025;45(4):6-11
- CountryChina
- Language:Chinese
-
Abstract:
Objective To provide a comprehensive and multi-dimensional objective assessment of the online medi-cal service quality supplied by public hospitals in China,and providing feasible suggestions for further improving.Methods It adopted a standardized patient method and relied on the IOM model to conduct a descriptive analy-sis of the online medical service quality from the perspectives of safety and effectiveness,efficiency,patient-cen-tered care,and accessibility.Results The process quality(adherence to checklist)in public hospital was 17.65％,the diagnostic accuracy was 66.04％,and the treatment correctness was 88.68％.The average consultation fee was 50 yuan.The patients'disease experience was 4.00 points,the social situation was 0,and the agreement between the physician and the patient was 12.00 points.The average time waiting for first response was about 1.60 hours,the average time waiting for each response was about 5.14 hours,and the patient's total time was about 20.32 hours.The time for response was 3,and the total words of providers was 149.50.Conclusion Internet medical ser-vices quality in public hospital are still insufficient in three aspects:the process quality(adherence to checklist),pa-tient-centered care,and accessibility.Improving online medical service quality can be achieved by strengthening"in-process supervision"and improving physicians'comprehensive clinical ability.
