摘要
目的:调查在互联网医院平台就诊的结核病患者的就诊体验并分析其影响因素,为改善结核病患者对“互联网+”医疗服务的就诊体验、提升互联网医院平台的服务质量提供参考。方法:以随机数字表法抽取2022年1—5月在首都医科大学附属北京胸科医院互联网医院平台线上就诊并且符合纳入标准的175例结核病患者进行电话调查,自主设计问卷完成患者基本情况、就诊情况、满意度等方面的数据收集,并采用“互联网+”患者就诊体验量表对患者体验进行评价,收回有效问卷150份,有效率为85.7%(150/175),分别采用t检验、方差分析和多元线性回归分析对患者就诊体验进行单因素和多因素分析。结果:患者就诊体验总体得分为(59.44±7.06)分,其中安全性维度得分最高[(4.41±0.62)分],获得性维度得分最低[(3.97±0.66)分]。单因素分析结果显示,患者的年龄(F=8.477,P<0.01)、居住地(F=3.285,P<0.05)、职业(F=3.158,P<0.01)对患者体验的差异具有统计学意义;就诊等待时间(t=-3.099,P<0.01)、问题咨询时间(t=3.725,P<0.01)、医生的专业度(F=4.887,P<0.01)对患者体验的差异具有统计学意义;患者对整体就诊(F=16.134,P<0.01)、就诊流程(F=21.862,P<0.01)、就医资源获取(F=24.165,P<0.01)、就诊医生(F=20.458,P<0.01)及医院整体(F=17.176,P<0.01)的满意度对患者体验的差异均具有统计学意义。在多元线性回归分析中,相较于北京郊区,天津或河北等环京地区患者的就诊体验更好(t=2.386,P<0.05);相较于离退休人员,政府事业单位、公司职员、个体经营者、无业人员的就诊体验更好(t=2.585,P<0.05;t=2.626,P<0.05;t=2.839,P<0.01;t=2.424,P<0.05);就诊等待时间≥30 min、有足够的问题咨询时间、对就医资源获取便捷性和对就诊医生的满意度高的患者就诊体验更好(t=3.402,P<0.01;t=-2.775,P<0.01;t=2.329,P<0.05;t=2.064,P<0.05)。结论:结核病患者在互联网医院平台就诊的总体体验较好,影响患者就诊体验的主要因素有年龄、居住地、职业、就诊等待时间、问题咨询时间,以及对资源获取和看诊医生的满意度,对以上问题进行改善并加强对重点人群的关注,有助于提升互联网医院平台的就医体验和服务质量。
Objective:To investigate and discuss the influencing factors of tuberculosis(TB)patients’experience of visiting the Internet hospital platform,to improve their experience of“Internet plus”medical services and the service quality of the Internet hospital platform.Methods:Using the form of random number table to sample 175 TB patients who visited the Beijing Chest Hospital Internet Hospital online platform between January and May 2022 and met the enrollment requirements,for telephone interview.A self-developed questionnaire was used to collect the patients’basic information,medical treatment,and satisfaction data,and the“Internet+”patient experience scale was used to evaluate the patient experience.One hundred and fifty valid questionnaires were collected,with an effective rate of 85.7%(150/175).t test,ANOVA and multiple linear regression analysis were used respectively for univariable analysis and multiple factor analysis.Results:The overall average score of the patient experience was(59.44±7.06),with the highest score(4.41±0.62)for the safety dimension and the lowest score(3.97±0.66)for the accessibility dimension.The results of the univariable analysis showed that patients’age(F=8.477,P<0.01),residence(F=3.285,P<0.05),and occupation(F=3.158,P<0.01)were statistically related with patient experience;waiting time for consultation(t=-3.099,P<0.01),consultation time(t=3.725,P<0.01),and doctor’s professionalism(F=4.887,P<0.01)were statistically related with patient experience;satisfaction with the overall visit(F=16.134,P<0.01),with the consultation process(F=21.862,P<0.01),with the accessibility to medical resources(F=24.165,P<0.01),with doctors(F=20.458,P<0.01),and with the Beijing Chest Hospital(F=17.176,P<0.01)were statistically related with patient experience.In the multiple linear regression analysis,compared with the suburbs of Beijing,patients from Tianjin City or Hebei Province had better medical experience(t=2.386,P<0.05);Compared with retired people,staffs of government and public institutions,company employees,self-employed people,unemployed people all had better medical experience(t=2.585,P<0.05;t=2.626,P<0.05;t=2.839,P<0.01;t=2.424,P<0.05);Patients with waiting time≥30 min,having enough time for consultation,having high satisfaction with ease of access to medical resources and satisfaction with doctors had better medical experience(t=3.402,P<0.01;t=-2.775,P<0.01;t=2.329,P<0.05;t=2.064,P<0.05).Conclusion:The overall experience of TB patients in the Internet hospital platform is good,and patients’age,residence,occupation,waiting time for consultation,consultation time,and satisfaction with resource access and doctors affect the experience of TB patients.Improving the above aspects and paying more attention to key groups will improve patient experience and service quality of the Internet hospital platform.
作者
周爽
宗迪
李士雪
杜建
Zhou Shuang;Zong Di;Li Shixue;Du Jian(Reform and Performance Reform Office,Beijing Chest Hospital,Capital Medical University,Beijing Tuberculosis and Thoracic Tumor Research Institute,Beijing 101149,China;Centre for Health Management and Policy Research,School of Public Health,Shandong University,Ji’nan 250012,China;NHC Key Lab of Health Economics and Policy Research,Shandong University,Ji’nan 250012,China;Beijing Chest Hospital,Capital Medical University,Beijing Tuberculosis and Thoracic Tumor Research Institute,Beijing 101149,China)
出处
《中国防痨杂志》
CAS
CSCD
北大核心
2024年第4期424-432,共9页
Chinese Journal of Antituberculosis
基金
北京市医院管理中心2020年度(第六期)“青苗”计划(QMI20201602)
首都医科大学医院管理研究所2020年度开放性课题(2020YGS06)。
关键词
结核
问卷调查
卫生服务
因素分析
统计学
计算机通信网络
病人满意度
Tuberculosis
Questionnaires
Health services
Factor analysis,statistical
Computer communication networks
Patient satisfaction
