[1]许书静黄业良唐志荣王盈心崔丹丹爱丽娜·哈力斯朱兴健胡英俊张怀全刘一星韩东燃.基于在线医疗平台的国内外针灸患者诊疗满意度负面评价研究[J].中国卫生质量管理,2024,31(02):067-72.[doi:10.13912/j.cnki.chqm.2024.31.2.16]
　XU Shujing,HUANG Yeliang,TANG Zhirong.Negative Evaluation of Acupuncture Treatment Satisfaction in China and Abroad Based on Online Medical Platform[J].Chinese Health Quality Management,2024,31(02):067-72.[doi:10.13912/j.cnki.chqm.2024.31.2.16]
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基于在线医疗平台的国内外针灸患者诊疗满意度负面评价研究()
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第31卷
期数:
2024年02期
页码:
067-72
栏目:
服务质量
出版日期:
2024-02-15

文章信息/Info

Title:
Negative Evaluation of Acupuncture Treatment Satisfaction in China and Abroad Based on Online Medical Platform
作者:
许书静黄业良唐志荣王盈心崔丹丹爱丽娜·哈力斯朱兴健胡英俊张怀全刘一星韩东燃
北京中医药大学生命科学学院
Author(s):
XU Shujing; HUANG Yeliang; TANG Zhirong
School of Life Sciences,Beijing University of Chinese Medicine
关键词:
针灸; 患者满意度; 负面评价; 在线医疗平台; 服务质量
Keywords:
Acupuncture;  Patient Satisfaction;  Negative Evaluation;  Online Medical Platform;  Service Quality
分类号:
R197
DOI:
10.13912/j.cnki.chqm.2024.31.2.16
文献标志码:
A
摘要:
目的比较分析中外在线医疗平台中针灸患者诊疗满意度负面评价影响因素，提出改进建议。方法检索并获取具有代表性的中文和英文医生评级网站中针灸患者诊疗满意度负面评论文本，采用内容分析法对负面评论文本进行预处理、分类与编码标注，使用SPSS Modeler 18.0软件和Apriori算法对负面评价数据进行关联规则分析，运用SPSS 26.0软件进行聚类分析。结果筛选得到有效负面评价数据3 974条。中文网站针灸诊疗负面评价率为1.83%，治疗效果、医生态度、医生专业性、医患沟通4个痛点维度出现频率较高，共得到9个关联维度组合；英文网站针灸诊疗负面评价率为12.5%，医生态度、工作人员、等待时间、医患沟通4个痛点维度出现频率较高，共得到4个关联维度组合。14个患者痛点维度可被聚类为医疗机构相关因素、治疗过程与结果相关因素、医生自身相关因素3大类。结论中文网站针灸患者诊疗满意度高于英文网站针灸患者诊疗满意度。“医生态度”是中英文网站针灸诊疗患者共同关注点，中文网站针灸患者更加关注“治疗效果”，英文网站针灸患者更加关注“工作人员”。
Abstract:
ObjectiveTo compare and analyze the factors influencing the negative evaluation of patients treated with acupuncture in China and foreign online medical platforms, and put forward suggestions for improvement.MethodsThe negative review texts of acupuncture patients’ satisfaction with diagnosis and treatment were retrieved and obtained from representative Chinese and English physician rating websites. The negative review texts were preprocessed, classified and coded with content analysis method. SPSS Modeler 18.0 software and Apriori algorithm were used for association rule analysis of negative evaluation data. SPSS 26.0 software was used for cluster analysis. Results3 974 effective negative evaluation data were obtained. The negative evaluation rate of acupuncture diagnosis and treatment in Chinese websites was 1.83%, and the four pain point dimensions of treatment effect, doctor’s attitude, doctor’s professionalism and doctor-patient communication appeared more frequently, and a total of 9 correlation dimension combinations were obtained. The negative evaluation rate of acupuncture diagnosis and treatment in English websites was 12.5%, and the four pain point dimensions of doctor’s attitude, staff, waiting time and doctor-patient communication appeared more frequently, and a total of 4 correlation dimension combinations were obtained. The 14 dimensions of patient pain points can be classified into three categories: factors related to medical institutions, factors related to treatment process and results, and factors related to doctors themselves.Conclusion The satisfaction of acupuncture patients with Chinese websites was higher than that with English websites. "doctor’s attitude" was the common concern of Chinese and English websites acupuncture patients, Chinese websites acupuncture patients paid more attention to "treatment effect", English websites acupuncture patients paid more attention to "staff".

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更新日期/Last Update: 2024-02-15