Analysis of online patient experiences in a large public hospital′s internet hospital
10.3760/cma.j.cn111325-20230611-00463
- VernacularTitle:某大型公立医院互联网医院患者线上就诊体验分析
- Author:
Jiang LI
1
;
Pengqian FANG
;
Xinqiao FU
Author Information
1. 华中科技大学同济医学院附属协和医院门诊办公室，武汉 430022
- Keywords:
Internet hospital;
Patients;
Online patient experiences;
Evaluation;
Hospitals, public;
Semantic network analysis
- From:
Chinese Journal of Hospital Administration
2023;39(11):835-840
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To analyze the online patient experiences in a public hospital′s internet hospital, and explore the influencing factors, for references for improving the online patient experiences and promoting the high-quality development of internet hospitals.Methods:Gender, age, visiting department, patient experience score, and evaluation text of patients in a public hospital′s internet hospital in 2022 were obtained. The patient experience scores were adopted the Likert 5-level scoring method. Intergroup comparisons were conducted by chi-square test and F-test. Word segmentation processing and word frequency statistics were used to extract high-frequency words in the evaluation text of dissatisfied patient experiences, and semantic network analysis on these high-frequency words was performed. Results:A total of 4 273 patients were included in this study, with a patient experience score of (4.1±1.6) points. Among them, 74.9% (3 199 cases) rated 5 points (very satisfied), and 19.5% (835 cases) rated 1 point (very dissatisfied). There was no significant difference in online patient experience scores among patients of different genders ( P>0.05), while patients of different ages or departments had different patient experience scores ( P<0.05); The top 10 high-frequently words of dissatisfied evaluation were doctor, answer, examination, limited help, ignoring, waste, refunding, registration fee, perfunctory, and closing.In the high-frequency semantic network of dissatisfied evaluations, high-frequency words such as doctor, answer, waste, examination, limited help, and ignoring were strongly correlated with each other. Conclusions:Most patients in an internet hospital were very satisfied with the online patient experience, but nearly 1/5 of the patients were very dissatisfied. The age and department affected the online patient experiences. The dissatisfied evaluations were mainly related to the attitude and professional competence of physicians, as well as the convenience of internet hospital platform and its diagnosis and treatment services.
