Research On Quality Assessment Model Of Telemedicine Service

[Purpose]With the rapid development of information and communication technology and the strong support of Chinese policies,China's telemedicine service has made remarkable achievements,but telemedicine service quality management still faces many problems.The evaluation of telemedicine service quality is still in the exploration stage.Therefore,this study hopes to construct an indicator system for telemedicine service quality assessment model through literature research,field research and expert consultation.The model was validated by empirical research and used to assess the quality of telemedicine services and to identify the inadequacies in the quality of telemedicine services.[Methods]This paper uses a variety of research methods such as literature research,expert consultation and empirical research.Through literature research,we review the key influencing factors of telemedicine services and the research of telemedicine service quality,combine field research and expert consultation to build an indicator system for telemedicine service quality assessment model and design a questionnaire to investigate the patients and responsible doctors of the remote consultation of the Z hospital in a central province.The quality of remote consultation services was comprehensively evaluated by combining subjective and objective combination weighting methods.we combined with the IPA model to analyze the evaluation results and give suggestions for improvement.[Results]Based on the multi-dimensional and multi-level service quality model,a telemedicine service quality evaluation indicator system is constructed,which includes 4first-level indicators,12 second-level indicators and 38 third-level indicators.Through empirical study,it was found that the advantage area of tele-consultation service in Z hospital includes three indicators,including patients'disease matching degree,total cost of diagnosis and treatment and reimbursement payment method.the maintenance area contains 14 indicators,such as patients'needs and expectations and social publicity.The opportunity area contains 12 indicators such as the applicant's attitude and the stability of the system.The improvement zone contains 9 indicators including diagnostic accuracy and treatment effect.Regression analysis of overall satisfaction and comprehensive score?=1.057,P<0.01,R~2=0.894.[Conclusions]The overall score is positively correlated with overall satisfaction,indicating that the model can effectively assess the quality of telemedicine services.Through the results of IPA analysis,in order to improve the improvement zone,it is proposed to strengthen doctor training,improve the awareness of medical staff services,increase education and publicity,improve patients'disease health knowledge and prevent disease,improve the ability to protect patients'privacy from technology and management,Strengthen medical quality management to ensure the accuracy of diagnosis,refine telemedicine service charging items and promote transparent and reasonable remote medical service charges.