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在移动健康通信中探索患者不满的来源:基于结构性主题模型的文本分析
Jingfang Liu1, Peng Ding1, Huihong Jiang1
1School of Management, Shanghai University, Shanghai, China.
Digital health
|October 9, 2024
概括
分析在线患者评论揭示了关键不满的领域,包括沟通和服务问题. 医生称号影响投诉类型,为改善医疗保健质量提供了见解.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 数字健康数字健康
- 患者体验 患者体验
背景情况:
- 在线患者不满影响医疗保健质量和医生职业.
- 移动健康平台产生了宝贵的患者反.
- 了解患者的担忧对于改善服务至关重要.
研究的目的:
- 从在线评论中确定患者不满的关键主题.
- 分析医生的头如何影响患者投诉的性质.
- 为增强移动卫生服务和以患者为中心的护理提供可操作的见解.
主要方法:
- 结构主题模型应用于从移动健康平台对患者的在线评价.
- 确定了八个不同的患者关注的负面主题.
- 包括医生的头作为共同变量来检查主题变异.
主要成果:
- 确定了八个负面的患者关注主题,包括"去医院检查","不完整的咨询"和"语言表达".
- 高职称的医生收到了更多关于治疗费用的投诉,并回答了问题.
- 较低头的医生面临更多关于知识,不完整的咨询和响应速度的投诉.
结论:
- 这项研究为移动卫生服务中的患者不满提供了新的见解.
- 研究结果为医疗保健提供者提供了有针对性的策略,以提高服务质量.
- 通过更好地了解患者反,结果有助于推进以患者为中心的护理.
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