[1]吴桂萍,石荣丽,郑洁楠,等.医患交互对患者在线医疗满意度的影响研究 ——基于双因素理论[J].卫生经济研究,2023,40(3):52-56.
　WU Guiping,SHI Rongli,ZHENG Jienan,et al.Research on Influencing Factors of Online Doctor-patient Interaction on Patient Satisfaction ——Based on Two-factor Theory[J].Journal Press of Health Economics Research,2023,40(3):52-56.
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医患交互对患者在线医疗满意度的影响研究
——基于双因素理论
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卫生经济研究[ISSN:1004-7778/CN:33-1056/F]

卷:
40
期数:
2023年3期
页码:
52-56
栏目:
健康数字化
出版日期:
2023-03-01

文章信息/Info

Title:
Research on Influencing Factors of Online Doctor-patient Interaction on Patient Satisfaction
——Based on Two-factor Theory
作者:
吴桂萍1; 石荣丽1; 郑洁楠1; 曾淑金1; 李梦蝶1
1.广东药科大学药学院/广东省药品监管科学研究基地/国家药品监督管理局药物警戒技术研究与评价重点实验室，广东 广州 510006
Author(s):
WU Guiping;  SHI Rongli;  ZHENG Jienan;  ZENG Shujin;  LI Mengdie
School of Pharmacy, Guangdong pharmaceutical University, Guangzhou Guangdong 510006, China
关键词:
患者满意度; 在线医疗; 医患交互; 双因素理论
Keywords:
patient satisfaction;  online medical service;  doctor-patient interaction;  two-factor theory
分类号:
R197
文献标志码:
A
摘要:
目的：基于双因素理论，从医患交互的视角探索影响患者在线问诊满意度的因素，为改善患者在线医疗体验提供参考。方法：挖掘国内某知名医疗平台的客观医患交互数据，构建患者满意度影响因素的假设模型，采用SPSS 24.0软件对假设进行验证。结果：医生信息支持、医生态度友好和医生及时回复是影响患者满意度的保健因素；医生的情感支持、医患交流次数和医生回复框平均字数是影响患者满意度的激励因素。结论：医生提高医患沟通技巧，患者积极反馈，医疗APP开发商优化功能设计，是提升患者在线医疗满意度的重要途径。
Abstract:
Objective Based on the two-factor theory, this study explores the factors influencing patient satisfaction in online consultation from the perspective of doctor-patient interaction, and provides theoretical and practical guidance for improving patient experience of online consultation service. Methods The data of objective doctor-patient interaction on the medical platform of Chunyu Doctor were mined. The hypothesis model of influencing factors of patient satisfaction was constructed. Results The results showed that the information support, friendly attitude and prompt reply of doctors were hygiene factors affecting patient satisfaction. On the other hand, the emotional support of doctors, the frequency of doctor-patient communication and the average number of words in the doctors reply boxes were the incentive factors affecting patient satisfaction. Conclusion Improving doctor-patient communication skills of doctors, giving positive feedback of patients, and optimizing function design of medical APP are important ways to improve online patient satisfaction.

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更新日期/Last Update: 2023-03-01