Study On The Satisfaction Of ‘Internet+’ Outpatient Non-medical Service In A Hospital

Traditional service models have failed to meet the health demands of the people,along with the sustained development of medical services in China.The "Internet +medical" service model has emerged.This emerging medical model is widely used in the non-clinical part of the outpatient clinic,where patients may register,pay bills,review examinations,and view test reports effectively using mobile terminals.This paper takes the outpatients of Hospital A as the survey object,grasps the current situation of the satisfaction of "Internet+" outpatient non-medical service of the hospital,followed by an analysis of the factors affecting the satisfaction of the service,to find out the key aspects that need to be improved in the current non-medical service.Then,it puts forward targeted suggestions to provide a reference for optimizing the outpatient service process of Hospital A and effectively improving patient satisfaction.In this paper,relevant literature is collected as well as the research on medical non-medical services by domestic and foreign scholars.A satisfaction scale is established based on the SERVQUAL model and the characteristics of "Internet+" outpatient non-medical service of Hospital A,thus a survey questionnaire is prepared.The questionnaire is distributed on-site for data collection,and after the completion of the data,the data were input into SPSS software.The analysis of variance,correlation analysis and regression analysis were used to summarize the current situation and influencing factors of the satisfaction of "Internet+" outpatient non-medical services in Hospital A.In this paper,it is found that the gender of the respondents does not affect the overall satisfaction,while it has significant effects on age,education,income,and the number of times of use,which shows that the younger the respondent is,the higher the education,the higher the income;the more times of use,the lower the satisfaction.In this paper,correlation and regression analyses yielded that all five dimensions of the scale show significant effects on the overall satisfaction of Hospital A,in order of responsiveness,assurance,reliability,tangibility,and empathy.Also,there are mutual influence relationships among the five dimensions,i.e.responsiveness,assurance,responsiveness,reliability,tangibility and empathy are closely related to each other,and1 to 3 subdivision variables of each dimension are significant for itself.This paper argues that patient satisfaction in the non-medical process of the Internet+ clinic can be improved by improving the professionalism of the guidance staff,enhancing the transparency of online information,increasing personalized services for patients,and solving problems encountered by patients in the process of using timely.