Discussion on the Status Quo and Improvement Countermeasures of Internet Hospital Construction based on IPA Method
Objective In order to explore the development status of Internet hospitals and put forward improve-ment countermeasures.Methods Based on the evaluation index system of Chinese Internet hospitals based on the patient's perspective constructed by Professor Hou Shengtians Research Team of Beijing University of Chinese Medi-cine,the selected sample Internet hospitals were investigated by patient questionnaire,and the Likert 5-level scoring method was used for statistic analysis and calculation of the score of each dimension evaluation index.Using the im-portance-performance analysis(IPA),the satisfied-importance IPA analysis matrix was constructed for the evaluation results of Internet hospitals from the patient perspective and analyzed.Results 939 valid questionnaires were inclu-ded,with an effective rate of 80.05％.The scores of the first-level index were system performance,service quality,pharmaceutical services,platform design,operation management,diagnosis and treatment services,and cost payment in ranking order from high to low.The top five of the secondary index were system response speed,operational sta-bility,ease of use,convenience of payment methods and professional level of doctors,and the bottom five were securi-ty management mechanism,audio and video call quality,medical insurance reimbursement support,refund fee pro-cessing convenience and complaint feedback mechanism.The 32 evaluation indexes were divided into four qua-drants by IPA analysis,which were named as the category of maintaining advantages,the category of resource optimization,the category of moderation development and the category of key improvement.There were 5,12,10 and 5 observation indexes in the four quadrants.Conclusion The construction of Internet hospital should pay attention to the needs of different groups of people,should be adapted to further expand publicity and popularization.Focus should be put on improving the complaint feedback mechanism,diagnosis and treatment services,cost management and other indica-tors to improve the utilization rate and satisfaction of Internet hospitals.
Internet hospitalsPresent situation of constructionImprovement countermeasuresIPA analysis
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