识别医生的在线表现并优先考虑服务属性:基于方面的情绪分析和经验调查的框架
Sijia Zhou1, Kaihui Xie2, Xinzhe Zhang1
1Southeast University, Nanjing, China.
Digital health
|September 2, 2025
概括
患者的评价显示, 医生的态度对在线医疗的满意度比技能更重要. 这一发现有助于医生通过专注于以患者为中心的沟通来提高服务质量.
科学领域:
- 医疗服务研究
- 医疗保健中的人工智能
- 消费者行为分析
背景情况:
- 在线医疗平台对于患者与医生的互动越来越重要.
- 了解患者对服务属性的看法是提高医疗保健质量的关键.
- 优先考虑服务属性需要强大的分析框架.
研究的目的:
- 根据患者对OHP的评价来优先考虑医生的服务属性.
- 开发一个分析患者反的框架, 以提高医生的表现.
- 确定影响患者满意度和咨询需求的关键因素.
主要方法:
- 一个三阶段的框架,整合了基于方面的情绪分析的深度学习.
- 使用极端梯度提升和计量经济模型来确定属性优先级.
- 应用重要性-绩效分析来评估医生服务的优点和缺点.
主要成果:
- 对445,435条评论的分析确定了影响患者满意度的关键服务属性.
- 减少认知不确定性的特征,如医生的态度, 发现更有影响力.
- 与态度相比,专业技能和整体经验属性的影响较小.
结论:
- 开发的三阶段框架有效地挖掘并对患者评价的感知服务属性进行排名.
- 这些发现为医生提供了可操作的见解,以改进服务策略和提高OHP的质量.
- 优先考虑减少认知不确定性的属性可以提高患者的满意度和咨询需求.
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