请求-响应特征和公众对使用健康热线的满意度
ShuHan Sun1, JingFu Lai2, Juan Wang3
1Department of Health Management, School of Public Health, Sun Yat-Sen University, Guangzhou, China.
Frontiers in digital health
|March 2, 2026
概括
公众对健康热线的满意度取决于响应特征. 更快,部门级响应和非临床主题改善了用户体验,提高了获得健康信息的机会.
科学领域:
- 公共卫生 公共卫生
- 卫生传播健康传播
- 医疗保健服务研究 医疗服务研究
背景情况:
- 健康热线对于全球患者-提供者沟通至关重要.
- 公众对这些服务的满意度仍未得到充分探索.
- 优化健康热线可以改善风险沟通和健康信息获取.
研究的目的:
- 调查健康热线平台特征与公众满意度之间的关联.
- 确定影响用户对健康热线服务满意度的关键因素.
主要方法:
- 从广州卫生热线 (2023-2024) 接到的9280个电话和信息 (CM) 的回顾性观察研究.
- 用于分析请求-响应特征和满意度的通用线性模型.
- 检查的因素包括响应水平,内容和时间.
主要成果:
- 所有的请求-响应特征都显著影响了满意度.
- 部门层面的反应 (OR 1.26) 比医院层面的反应更令人满意.
- 患者安全CM的满意度较低 (OR0.60);较长的响应时间降低了满意度 (P<0.05).
结论:
- 响应层次和时间显著影响公众对健康热线的满意度.
- 结果提供了优化健康热线服务质量的证据.
- 提高满意度可以提高患者与提供者之间的沟通和医疗保健的提供.
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