Online Physician-Patient Interaction and Patient Satisfaction: Empirical Study of the Internet Hospital Service

Wu, Doris Chenguang; Zhao, Xiaohong; Wu, Ji

doi:10.2196/39089

Ophthalmology Practice-Related Factors and Patient Loyalty: Mediating Role of Patient Satisfaction

Almulhim,

AlMulhim

2024

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Background In the current period, competition among the healthcare sector has increased and healthcare providers try to get loyalty and satisfy the patients by establishing different strategies. Purpose : This current study aims to discover ophthalmology practice-related factors and patient loyalty and to analyze the mediating role of patient satisfaction in private ophthalmology services in various private centers in the Kingdom of Saudi Arabia. Methods : The nature of the study is quantitative, and data is collected with a questionnaire. We used a pre-tested questionnaire that was divided into different sections assessing ophthalmology practice-related factors, patient satisfaction, and patient loyalty. These were measured using a 5-point Likert scale, focusing on financial aspects, access to facilities, staff services, and ophthalmologist services. Further, the smartPLS technique was used to extract the results by using SmartPLS. Results : The analysis sample size consisted of 323 participants from Saudi Arabia. The results found that ophthalmologist service has a positive relationship with patient satisfaction ( β = 0.369, p = 0.000) as well as patient loyalty ( β = 0.234, p = 0.004), but there are some ophthalmology practice-related factors such as financial aspects, access and facilities, and staff service, which showed no relationship with patient loyalty but a positive relationship with patient satisfaction. Further analysis found that patient satisfaction as a mediator has a positive relationship between ophthalmology practice-related factors, namely, ophthalmologist service ( β = 0.228, P= 0.000), financial aspects ( β = 0.102, p = 0.019), access and facilities ( β = 0.109, p =0.000), and staff service ( β = 0.188, p = 0.000) with patient loyalty. Conclusion : The present study findings reveal the importance of focused patient satisfaction improvements in enhancing patient loyalty within ophthalmological clinic settings in Saudi Arabia. Furthermore, we recommend future exploratory prospective research to find the satisfaction and loyalty factors that change over a period of time.

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Study on Competitive Strategies of Internet Hospitals Based on Porter's Five Forces Model: The Case of an Internet Hospital in Tianjin China (Preprint)

Yu,

Jin,

Liu

et al. 2023

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BACKGROUND Internet hospital has become a new trend of medical service, but there is no research on the competitive strategy of internet hospitals from the point of internet hospital market analysis. However, the correct competitive strategy is the guarantee to realize the benign operation of the enterprise. OBJECTIVE The study on competitive strategies of internet hospitals aims to provide basic ideas for the high-quality development of internet hospitals. METHODS In this study, an internet hospital built by a public tertiary hospital in Tianjin was the research object. Porter's Five Forces model was used to analyze the threat of competitors, the threat of new entrants, the threat of substitutes, the bargaining power of suppliers and the bargaining power of purchasers of the internet hospital. RESULTS The 7 local internet hospitals and 2 famous medical information technology enterprises-led internet hospitals were included in the study. The internet hospital as research object faces the dual competitive pressure from local physical hospitals-led internet hospitals and internet hospitals led by well-known medical information technology enterprises. There is a gap between the clinical specialty characteristics of it and those of internet hospitals built by local specialty hospitals. The bargaining power of doctors of it is lower than that of medical information technology enterprise-led internet hospitals and there is no bargaining space for patients. The competition of the digital medical consortium using the internet hospital as a platform is fierce and the main competitor of it is WeDoctor. The doctors resources of it are fewer than those of the enterprise-led HaoDaiFu and WeDoctor and it can't provide rapid online diagnosis and treatment services. CONCLUSIONS Internet hospitals are a new trend in medical service. Porter's Five Forces model analyzes the competitive situation faced by internet hospital from five aspects. The corresponding competitive strategies are proposed. Internet hospital should focus on the service radius, sustainable development, medical service content, cooperation and patients' interests. This study provides theoretical and practical basis for analyzing the development strategy of internet hospitals, fills the gap in the strategic research of internet hospitals and provides basic ideas for the high-quality development of internet hospitals.

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Analysis on the construction status of mobile medical service platforms in China (Preprint)

Xiong,

Wang,

Yang

et al. 2024

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BACKGROUND In recent years, with the continuous development of mobile communication technology, the large-scale popularization of intelligent mobile devices such as cell phones and tablet computers has prompted the emergence of mobile medical service platforms.With the aging trend of chronic diseases in China becoming more and more obvious, the public's demand for health information and the degree of portability is getting higher and higher, making it a certain requirement for the development and updating of mobile medical service platforms.Therefore, it is crucial to analyze the advantages and shortcomings of the current Chinese mobile medical and provide constructive suggestions. OBJECTIVE To comprehend the development of mobile medical service platforms in domestic general hospitals, study and compare the characteristics of various platforms, and make constructive recommendations for enhancing the quality of mobile medical services. METHODS Taking the mobile medical service platforms such as the latest version of mobile APP or hospital WeChat public number currently applied by the top 50 hospitals in the Fudan University 2022 Comprehensive Ranking of Chinese Hospitals as the object of study. Adopting the network survey method and literature analysis method, we construct a preliminary evaluation indicator system of the user interface containing three first-level indicators, 13 second-level indicators, and 19 third-level indicators of visual design, interaction design, and technological development, as well as a service function evaluation index system consisting of four modules, namely, service items, information content, health education, and evaluation system, to evaluate the current status of the functions of the mHealth service platform. RESULTS China's general hospital mobile medical service platform meets the requirements for a basic user interface design and offers a basic booking function in its service function. At the same time, the majority of hospitals focus on expanding their basic services and implementing relevant innovation. Since China's smart hospital is still in its early stages of development, construction took comparatively little time, homogenization between platforms is more evident, and platform construction innovation still needs to be further enhanced. CONCLUSIONS The construction of mobile medical service platform in domestic hospitals is still in the initial stage, and the key to the development of mobile medical service is to improve the user experience, perfect the functional modules, take into account the users of different age levels and focus on privacy protection.

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Online Physician-Patient Interaction and Patient Satisfaction: Empirical Study of the Internet Hospital Service

Cited by 3 publications

References 67 publications

Ophthalmology Practice-Related Factors and Patient Loyalty: Mediating Role of Patient Satisfaction

Ophthalmology Practice-Related Factors and Patient Loyalty: Mediating Role of Patient Satisfaction

Study on Competitive Strategies of Internet Hospitals Based on Porter's Five Forces Model: The Case of an Internet Hospital in Tianjin China (Preprint)

Analysis on the construction status of mobile medical service platforms in China (Preprint)

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