综合医院老年出院患者远程健康管理的服务感受现况研究

doi:10.3760/cma.j.cn101909-20230914-00034

科研成果详情

题名	综合医院老年出院患者远程健康管理的服务感受现况研究
其他题名	Perception of remote health management service by elderly patients discharged from general hospitals
作者	陈叡喆 1,3; 吴茜 3; 葛莉丽 1,3; 李垚 4
发表日期	2024-04-18
发表期刊	数字医学与健康影响因子和分区
语种	中文
原始文献类型	Periodical
关键词	服务质量差距模型老年患者健康管理
其他关键词	SERVQUAL model ; Elderly patient ; Health management
摘要	目的:基于服务质量差距模型调查综合医院老年出院患者对远程健康管理的服务感知和期望，确定存在差距的领域，并探索其影响因素，为未来更有针对性地开展远程健康管理服务提供参考。方法:采用自编问卷对2022年11月至2023年1月在上海市第十人民医院（同济大学附属第十人民医院）、上海市东方医院、上海市同济医院和上海市第一人民医院正常出院且符合纳排标准的老年患者进行调查，得到服务感知和期望差距情况，再进行回归分析探索影响因素。结果:共回收有效问卷198份，老年出院患者在远程健康管理服务所有维度（有形性、可靠性、响应性、保证性和移情性）上都有差距，其中可靠性维度差距（-6.75）最大，移情性差距（-3.51）最小。经回归分析发现，文化程度是影响老年出院患者远程健康管理服务差距的独立因素，且文化程度越高，差距总分越小（ P<0.05）。结论:综合医院老年出院患者远程健康管理服务差距较大，目前的远程健康管理服务无法满足老年患者。为弥合差距，服务提供者应从多个角度关注老年患者的实际体验，加强服务和信息安全的管理以及内容的适老性，倾听老年患者的实际需求，逐渐缩小差距。
其他摘要	Objective:Based on the SERVQUAL model, to investigate the perceptions and expectations of elderly patients who have been discharged from general hospitals towards remote health management services, to identify areas of disparity and explore the factors that influence them. The findings will provide a reference for the development of more targeted remote health management services in the future.Methods:A questionnaire, designed by the researchers, was used to survey elderly patients who were discharged from Shanghai 10th People′s Hospital, Shanghai Dongfang Hospital, Shanghai Tongji Hospital and Shanghai First People′s Hospital from November 2022 to January 2023. Scores for perceived and expected levels of service were obtained and the gap between them was calculate. Single and multi-factor analyses were then conducted to explore the factors that influenced the results.Results:A total of 198 valid questionnaires were collected. Elderly patients had higher expectations in all dimensions of remote health management services, including tangibility, reliability, responsiveness, assurance, and empathy. The largest gap was observed in the reliability dimension(-6.75), while the smallest gap was in the empathy dimension(-3.51). Regression analysis showed that education independently influenced the perception and expectation gap of elderly discharged patients towards remote health management services. Higher educational levels were associated with smaller overall gaps（ P<0.05）. Conclusion:Elderly patients discharged from general hospitals have a significant need for remote health management services. Unfortunately, current services are unable to meet their expectations. To bridge this gap, service providers should focus on the actual experiences of elderly patients. They should strengthen service and information security, ensure that the content is suitable for elderly patients, and listen to their actual needs. Efforts should be made to gradually reduce gaps in each dimension.
资助项目	上海市科委软研究项目(22692109900);上海市申康医疗质量安全与医疗服务模式创新项目(SHDC12022621)
ISSN	2097-3349
卷号	02 期号:2 页码:91-97
DOI	10.3760/cma.j.cn101909-20230914-00034
页数	7
收录类别	万方 ; 维普
URL	查看原文
引用统计
文献类型	期刊论文
条目标识符	https://kms.wmu.edu.cn/handle/3ETUA0LF/213129
专题	附属第一医院附属第一医院_手术室
作者单位	1.同济大学医学院，上海　200092; 2.温州医科大学附属第一医院手术室，温州　325000; 3.同济大学附属第十人民医院护理部，上海　200072; 4.河南大学护理与健康学院，开封　475004
推荐引用方式 GB/T 7714	陈叡喆,吴茜,葛莉丽,等. 综合医院老年出院患者远程健康管理的服务感受现况研究[J]. 数字医学与健康,2024,02(2):91-97.
APA	陈叡喆, 吴茜, 葛莉丽, & 李垚. (2024). 综合医院老年出院患者远程健康管理的服务感受现况研究. 数字医学与健康, 02(2), 91-97.
MLA	陈叡喆,et al."综合医院老年出院患者远程健康管理的服务感受现况研究".数字医学与健康 02.2(2024):91-97.