摘要
移动通信和物联网等技术的迅速发展和深入应用,促使移动医疗成为公立医院医疗服务创新的重要技术手段。在三甲医院大力推广移动医疗的背景下,如何确保系统的有效使用、提高患者就诊的感知价值进而实现以患者为中心的服务创新成为行业和学界专家共同关注的问题。从患者的层面分析移动医疗中医患互动对患者感知价值的影响。(1)从价值共创理论视角探讨移动医疗中医患之间的知识共享为医疗服务带来的价值创新,比较移动医疗与传统医疗服务中医患互动的变化;(2)提出医患互动对患者感知价值的积极影响以及知识共享在两者之间的中介作用的研究模型;(3)通过结构方程模型方法进行实证分析。研究人员在三甲医院的内科、外科和儿科挑选使用移动医疗技术的患者进行访谈,收集线上和线下不同科室420份患者的有效数据,运用Spss和Amos验证患者感知价值的结构维度以及知识共享的中介作用。研究结果表明,医患互动对患者感知价值有积极作用,知识共享在医患互动与患者感知价值之间起中介作用,并将模型解释度提高到0.683。传统医疗注重医生与患者的临床知识转移,移动医疗不仅实现了临床知识的充分转移,还实现了患者知识的采集,形成了医生知识和患者知识的聚集效应,以及所有知识在网络中的共享机制,这些知识的共享为患者就医带来效率价值、功能价值、情感价值和社会价值。研究结果进一步丰富了移动医疗中患者感知价值形成机制的范式研究,以及医患互动和医患知识共享行为等领域的研究,为医院如何设计移动医疗应用、满足患者就医需求提供理论指导依据。
Recently,more and more hospitals have applied mobile technologies to promote medical services. The focus of developing mobile medical services is to realize patient-centered medical services. However,there is little research on how to create value for patients in mobile health care. With the intensified call for mobile medical services,this paper extends the current literature by revealing the effect of mobile medical services on patient perceived value.Based on the theory of value co-creation,this paper discusses the innovation of mobile medical services. By comparing the changes of doctor-patient interaction in mobile medical services and analyzing of patient＇s knowledge sharing,a formation model of the patients＇ perceived value is put forward. The research hypothesis is proposed： the interaction between doctors and patients has a positive effect on perceived value of patients,and knowledge sharing between patients and doctors plays a mediating role on the relationship. Based on the interaction theory,knowledge sharing theory and customer perceived value,the paper put forward a measurement scale of doctor-patient interaction,doctor-patient knowledge sharing and patients＇ perceived value in mobile medical environment. A survey is conducted to collect 420 patients＇ questionnaires from different clinical departments through online and offline channels. Spss and Amos are used for data analysis.Statistical results give empirical support to the proposed hypotheses. The key finding is that the doctor-patient interaction of mobile medical service helps improving the patient perceived value. By adding the mediated variable of knowledge sharing between doctors and patients,the variance explained by the model increased to 0. 683. The influence of control variables（ such as age,education,experience） in the model is significant.The results help us understand how the interaction between doctors and patients affects patients＇ perceived value,and the formation mechanism of patients＇ perceived value in a mobile medical environment. Mobile medical services can not only deliver clinic knowledge to patients,but also deliver and share patient knowledge and service knowledge. The sharing mechanism of all knowledge in the network brings aggregation effects,which creates patients＇ perceived value,such as the efficiency value,function value,emotional value and social value to the patient＇s medical treatment.This formation mechanism of patients＇ perceived value provides a theoretical basis for designing mobile medical applications,which meets the needs of patients＇ medical care. Further research can explore the effect of mobile medical services on the relationships between doctors and patients among multiple networks and investigate those networks＇ formation mechanism.
作者
胡蓉
陈惠芳
徐卫国
HU Rong;CHEN Huifang;XU Weiguo(Antai College of Economics ＆ Management, Shanghai Jiaotong University, Shanghai 200030, China;Faculty of Information ＆ Computer, Shanghai Business School, Shanghai 200235, China;Xinhua Hospital Affiliated to Shanghai Jiaotong University School of Medicine, Shanghai 200092, China)
出处
《管理科学》
CSSCI
北大核心
2018年第3期75-85,共11页
Journal of Management Science
基金
上海市教育委员会科研创新项目(13zs077)
上海市科学技术委员会科研计划项目(09dz1500306)~~
关键词
移动医疗
医患互动
知识共享
患者感知价值
中介作用
mobile medical
doctor-patient interaction
knowledge sharing
patient perceived value
mediating effect
