[Purpose/significance] This paper explores the influencing factors of patient satisfaction by analyzing online comments under the dual-channel consultation mode of patients, so as to enrich the research of patient satisfaction, and provide feasible suggestions from the perspective of patient satisfaction for the operation of online medical platforms and related offline hospitals under the dual-channel consultation mode for patients in the post-epidemic period. [Method/process] Firstly, based on the grounded theory, this paper coded the online comments of patients under the dual-channel consultation mode, and identified the main influencing factors of patient satisfaction and the relationships among the factors. Combined with the two-factor theory, this study preliminarily identified the motivating health care factors of patient satisfaction. Secondly, it analyzed the hierarchical structure and action path of each influencing factor by constructing ISM (interpretation structure model). And then it analyzed the dependence and driving force of each influencing factor through MICMAC (cross-influence matrix multiplication), and found out the important driving factors to improve patient satisfaction. Finally, the paper concluded some suggestions by comparing the obtained results of single-channel patient satisfaction analysis to improve the patient satisfaction with dual-channel consultation. [Result/conclusion] The study finds that patient satisfaction with dual-channel consultation is affected by 21 factors from 5 dimensions, including the patient perception, hospital quality, medical care service of dootors and nurses, platform guarantee and policy implementation. Among them, safety, feelings of being cared, contrast perception differences, the hospital reputation, hospital infrastructure, medical knowledge sharing of doctors and nurses, medical communication and medical service quality were the motivating factors of patient satisfaction with dual-channel consultation. The underlying factors act on patient satisfaction through two paths. The policy basis is the root influencing factor of patient satisfaction, and the hospital order, hospital management norms, professional quality and professional skills of doctors and nurses, doctors' and nurses' personal quality and platform function are the key driving factors. Compared with single channel, patient satisfaction with dual-channel consultation is significantly affected by safety, policy basis, medical knowledge sharing of doctors and nurses and hospital management norms.
Zhai Yunkai
,
Zhang Qian
,
Zhao Dongxiang
. Research on Influencing Factors of Patient Satisfaction with Dual-Channel Medical Treatment Under the Normalization of Epidemic Prevention[J]. Library and Information Service, 2022
, 66(3)
: 118
-129
.
DOI: 10.13266/j.issn.0252-3116.2022.03.013
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