A Grounded Theory of Patient Satisfaction with Online Medical Consultation Platforms

Yang, Feng; Yao, Ruiyang; Zhang, Xiaoqian

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https://hdl.handle.net/2142/122799 Copy

Description

Title

A Grounded Theory of Patient Satisfaction with Online Medical Consultation Platforms

Author(s)

• Yang, Feng
• Yao, Ruiyang
• Zhang, Xiaoqian

Issue Date

2024-03-20

Keyword(s)

• Patient Satisfaction
• Online Medical Consultation
• Grounded Theory
• User Service

Abstract

Understanding patient satisfaction is essential for enhancing the quality of online medical consultation platforms. However, patient satisfaction remains a complex and debatable concept, with no consensus reached regarding its definition and influencing factors. This poster presents preliminary findings from an analysis of factors associated with patient satisfaction on online medical consultation platforms. The data were sourced from patient comments on the Chinese Chunyu Doctor platform and analyzed using grounded theory. Specifically, following the processes of open coding, axial coding, and selective coding, this poster identifies that patient satisfaction is linked to three primary categories: the perception of information receiver, the performance of information providers, and the effectiveness of the information channel. These discoveries contribute valuable research insights to the study of patient satisfaction and have the potential to inspire stakeholders to enhance the quality of online medical consultation services.

Publisher

iSchools

Series/Report Name or Number

iConference 2024 Proceedings

Type of Resource

Other

Language

eng

Handle URL

https://hdl.handle.net/2142/122799

Copyright and License Information

Copyright 2024 is held by Feng Yang, Ruiyang Yao, and Xiaoqian Zhang. Copyright permissions, when appropriate, must be obtained directly from the authors.

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