Service provision, pricing, and patient satisfaction in online health communities
Service provision, pricing, and patient satisfaction in online health communities
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在线健康社区的服务提供、定价和患者满意度
DOI：
10.1016/j.ijmedinf.2017.11.009
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发表时间：
2018-02-01
影响因子：
4.9
通讯作者：
Naiji, Lu
中科院分区：
文献类型：
--
作者：
Hong, Wu;Naiji, Lu
背景在线健康社区（OHC）的出现拓宽了医患互动的渠道并使之多样化。近年来，在OHC提供独特模式的背景下，患者满意度获得了新的关注：OHC为患者提供具有独特属性的各种服务，医生可以选择提供不同的服务和定价。OHC在提高医疗效率和患者满意度方面被寄予厚望。了解这些模式在OHC如何影响病人的满意度是至关重要的OHC和医疗practices.Methods的发展：进行了实证研究，以检查提供和定价的在线服务对病人满意度的影响，通过分析数据，从2309名医生在中国OHC.结果：从这项研究的结果提供了实证支持，表明服务量正向影响病人的满意度。服务价格和满意度之间的非线性相关性进行了探讨，结果表明倒U形关系。在低价格水平下，服务价格导致患者满意度的增加，而高价格水平（超过330 CNY/US $49）可能会产生相反的效果。重要的是，我们发现医生不同服务之间的价格差异显着降低了患者的满意度。事后分析中的中介效应进行了测试，结果显示，价格差异对病人满意度的影响是部分介导的服务选择的灵活性，和中介效应占28.6%的总effects.Conclusions：我们的研究结果表明，病人的满意度可以通过有效地提供服务和定价在OHC。具体而言，医生可以提供不同类型的服务，并在合理范围内收取费用。
Background The emergence of online health communities (OHCs) broadens and diversifies channels for patient-doctor interaction. In recent times, patient satisfaction has gained new attention within the context of OHCs where unique patterns are provided: a variety of services with unique attributes are available in OHCs for patients and doctors have the options of providing and pricing for different services. OHCs are given high hopes on improving medical efficiency and patient satisfaction. Knowing how these patterns in OHCs affect patient satisfaction is crucial for the development of OHCs and medical practices.Methods: An empirical research is conducted to examine the effects of provision and pricing of online services on patient satisfaction by analyzing data from 2309 doctors in a Chinese OHC.Results: The results from this study provided empirical support, suggesting that service quantity positively influenced patient satisfaction. A non-linear correlation between service price and satisfaction was explored and results suggested an inverted U-shaped relationship. At the low price level, service price led to an increase in patient satisfaction, whereas the high price level (over 330 CNY/US$ 49) could have just the opposite effect. Importantly, we found that price difference between a doctor's different services significantly decreased patient satisfaction. A mediating effect was tested in post-hoc analyses, and results revealed that the impact of price difference on patient satisfaction was partially mediated by flexibility of service selection, and the mediating effect accounted for 28.6% of the total effect.Conclusions: Our results indicate that patient satisfaction can be improved by effectively providing and pricing services in OHCs. Specifically, doctors can offer different type services and charge within a reasonable range.