Development Of The "Internet +" Medical Experience Scale For Outpatients In Hospitals

[Objective]Conduct the scale of Internet Plus treatment experience for outpatients in hospitals combining the characteristics of medical service and the scientific evaluation connotation of Internet Plus treatment experience from the perspective of patient.Enhance the ability and level of Internet Plus medical services in hospitals and improve patients,satisfaction in the process of seeking medical treatment with the developed evaluation tools.[Methods]Firstly,investigation and survey of Internet Plus treatment services in hospitals was conducted.We conducted a research on the status quo of Internet Plus services in fifty-five tertiary public hospitals in Beijing and summarized the status quo of tertiary public hospitals providing services through websites,Weibo,WeChat and App.Secondly,policy analysis was conducted.We analyzed sixteen policies of Internet Plus medical services from 2015 to 2018 in China,and carried out high-frequency word analysis to understand the policy motivation of Internet Plus medical services.Thirdly,literature research was conducted.We explored the theoretical basis for the development of the scale of Internet Plus treatment experience from different disciplines,and reviewed the relevant literature on customer experience,user experience and patient experience.Fourthly,in-depth interview was conducted.We interviewed seventeen patients,accumulated a totaled 116,000 words of interview data and determined twenty-two initial questions about the scale of Internet Plus treatment experience.Finally,in this study,two rounds of questionnaires were conducted.685 valid questionnaires were collected from the two rounds of questionnaires.Then we used statistical methods to evaluate the reliability and validity of the scale.[Results]22 questions were generated through interviews.In the first round,315 valid questionnaires were collected.The sample results showed that 14 of 22 questions were reserved.The exploratory factor analysis results showed that 14 questions were divided into 5 dimensions,the cumulative variance was 80%,and the alpha coefficients of the 5 dimensions were 0.818,0.773,0.878,0.841 and 0.913 respectively,indicating that the scale had good internal consistency.370 valid questionnaires were collected in the second round for confirmatory factor analysis,and the results showed that CMIN/DF value was 2.03,less than 3,indicating that the model had better fitting effect on data;the RMSEA value was 0.05,less than 0.08,indicating a good fit;the values of NFI,TFI,CFI and TLI were 0.96,0.98 and 0.97 respectively.The above values reached a reasonable standard.The AVE values of the 5 factors were all greater than 0.5,indicating that the convergence validity was better,and the arithmetic square root of AVE of each factor was larger than the correlation coefficient of other factors,indicating that the discriminatory validity of this scale was better.[Conclusion]The unique element of Internet Plus treatment experience is the beneficial support of online Internet technology to offline medical services when patients enjoy Internet Plus medical services.The development of the scale of Internet Plus treatment experience for outpatients in hospitals has gone through several stages,including hospital management practice investigation,policy motivation analysis of Internet Plus medical services,relevant literature review and reliability and validity evaluation of the scale.Five dimensions and 14 questions were generated,and five dimensions were acquirement,attractiveness,receptivity,convenience and security.Acquirement involves 3 questions in the questionnaire,namely "The number of the doctor I want is not so scarce on the Internet","It is much easier for me to take a number of the doctor I want through the Internet" and "I can take a number of the doctor I want through the Internet".Attractiveness involves 2 questions in the questionnaire,namely "When I want to find the doctor profile through the Internet,I can find it" and "When I want to find the doctor's out-call information through the Internet,I can find it".Receptivity involves 3 questions in the questionnaire,namely"When I want to find the manual service of the hospital through the Internet,I can find it","When I want to consult questions through the Internet,someone will answer them in time for me","When I want to consult questions through online messages,I can find it".Convenience involves 3 questions in the questionnaire,namely "I feel very convenient to use the Internet service platform provided by the hospital","I can easily operate the interface of the Internet service platform provided by the hospital","I can easily find the function I need while enjoying the Internet service of the hospital".Security involves 3 questions in the questionnaire,namely "I think the Internet Plus medical services of the hospital can protect the safety of users' property","While enjoying Internet Plus medical services,I feel that personal property is safe",and "While enjoying Internet Plus medical services,I do not worry that it will cause economic losses".The final research results showed that the scale has good reliability and validity,and has certain practical application value.