The Impact Of Doctors' Online Information Support And Emotional Support On Patients' Satisfaction

The existence of the online medical community effectively compensates for the shortcomings of the traditional medical model and promotes the development of Internet medical care.However,the communication between doctors and patients in the online medical community is not smooth and the low satisfaction rate of patients' online consultation also affects the pace of development.Previous studies have found that social support from the outside world(family,doctors or friends)can improve their physical and mental state.Therefore,from the perspective of social support,this study uses text analysis technology to measure the social support(mainly information support and emotional support)contained in the doctor's online reply text and explores the relationship between it and patient satisfaction.The results of the study can help improve the patient satisfaction of the online medical community and promote the development of such websites.This study mainly proceeds from the following three aspects:(1)The doctor's social support can be subdivided into information support and emotional support and the relationship between the social support with the online consultation satisfaction of patients is explored separately;(2)Based on the above research,explore whether the doctor's information support and emotional support are a mutually reinforcing relationship or a substitute relationship;(3)Exploring the moderating effects of the doctors' and patients' characteristics.In the research design,this paper starts from the previous literatures and observation,then proposes a series of research hypotheses and constructs the research model.After that,we use uses text analysis to construct the main independent variables based on the data from a mainstream online medical community.Subsequently,multivariate regression was used to demonstrate the hypothesis of the study and we revealed the relationship between emotional support,information support and patient consultation satisfaction finally.The results of the study show that information support and emotional support in doctors' online responses have a significant positive impact on patient satisfaction and there is a mutually reinforcing relationship between the two supports.In addition,the research results show that the doctor's title has a significant positive moderating effect on information support.The professionalism of the response has a significant positive moderating effect on the emotional support and has a significant negative moderating effect on the informational support.The patient's visit stage has a significant positive moderating effect on information support.The purpose of this study was to explore the effectiveness of physicians' online social support in improving patient counseling satisfaction.In theory,it provides a way to measure information support and emotional support from the text and reveals that these two types of social support are complementary.In practice,this study provides suggestions for the online medical community to improve their patient satisfaction from the perspective of doctors and helps to promote the development of such websites.