Large hospitals' outpatient diversion system in China: Following individual intention and referral

In this study, we explored the strategies and suggestions for the outpatient diversion system of large hospitals in Chinese underdeveloped areas of primary medical care, under the consideration of balancing patients' intention and compliance with the referral system. An empirical study was conducted on the relationship among medical need, visiting intention and health-seeking behaviour to verify the effect of intention-system mixed outpatient diversion mode in China's large hospitals. Examination of the demographic characteristics, insurance, and residence information revealed that outpatients could be divided into three categories before the application of the referral system. Then, due to the implementation of the referral system, the willingness of some patients to seek medical treatment has changed. Consequently, the service path for outpatients could be consolidated into two categories with differentiated behavioural characteristics, which were respectively driven by personal intention and service system. According to the utility value intervention of the referral system for outpatient seeking behaviour, some measures and strategies can be explored to build a new system that combines personal connotation and system utility to realise the effective distribution and management of outpatients in large hospitals in Chinese underdeveloped areas.