University of Illinois Urbana-Champaign

A Grounded Theory of Patient Satisfaction with Online Medical Consultation Platforms

Yang, Feng; Yao, Ruiyang; Zhang, Xiaoqian

Content Files
243_abstract.docx
243_poster.pdf

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

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
Genre of Resource
Conference Poster
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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iConference 2024 Posters PRIMARY
Posters presented at the 2024 iConference https://www.ischools.org/iconference