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Trust Building in Internet-Based Home Care Among Loyal Patients: Qualitative Study.

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Loyal patients build trust in internet-based home care through rational assessment and emotional connection, leading to sustained engagement and advocacy. Understanding these factors is key to improving digital health services.

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Area of Science:

  • Gerontology
  • Digital Health
  • Healthcare Management

Background:

  • The increasing demand for home-based care due to population aging is driving the growth of internet-based home care services.
  • A dedicated group of patients consistently uses internet-based home care, demonstrating high loyalty and willingness to recommend.
  • Understanding trust-building experiences among these loyal patients is crucial for optimizing and scaling internet-based home care models.

Purpose of the Study:

  • To explore the trust-building experiences of loyal patients within internet-based home care.
  • To apply the cognitive-affective-conative model to understand patient trust development in digital health services.

Main Methods:

  • A descriptive qualitative design was employed.
  • Purposive sampling selected 15 loyal internet-based home care patients in Zhejiang Province, China.
  • Semistructured interviews were conducted and analyzed using directed content analysis with NVivo 12.0.

Main Results:

  • Cognitive dimension: Trust is built on rational appraisal of information, professional competence, and digital convenience, alongside safety concerns.
  • Affective dimension: Trust deepens through emotional connections, personalized care, and cultural factors like filial piety.
  • Conative dimension: Trust translates into advocacy, willingness to pay, service improvement engagement, and continued use.

Conclusions:

  • Patient trust in internet-based home care is a dynamic interplay of cognitive, affective, and conative elements.
  • Loyalty stems from rational service understanding, enhanced by emotional connections and cultural values (e.g., filial piety).
  • Future internet-based home care development should integrate emotional support and cultural sensitivity to foster sustainable patient trust.