| BackgroundIn the context of ’Internet plus" services,internet technology has been adopted by hospitals to realize the appointment registration,information inquiry,online payment,inspection report inquiry and other functions,which could simplify the treatment process and promote the visit efficiency.Meanwhile,due to the rapid development of the economy and the popularity of the Internet,there are an increasing number of people becoming aware of the significance of health care.Among them,more and more pregnant women begin to realize the importance of maternal/infant health care and try to acquire relevant knowledge in various ways.While,currently,it seems that the traditional offline approach cannot meet their needs for maternal/infant health care education as they would prefer an online approach.It was announced by the Department of Maternal and Child Health and the National Health Commission that the Internet is supposed be actively used in the maternal/infant health care for pregnant women through the new media like We Chat,APP,and video to modify the education efficiency and optimize the service.In addition,affected by the COVID-19 epidemic in 2020,almost all of the medical institutions have closed offline schools for pregnant women in accordance with the epidemic prevention requirements.Thus,the offline education pattern had to be transferred to online to continue to provide maternal/infant health care knowledge for pregnant women with the help of Internet technology.Thus,it can be seen that by comparison to common patients,pregnant women are supposed to receive more comprehensive ’Internet plus’ services from hospitals.Moreover,with the strong advocacy of relevant policies,hospitals will tend to pay more attention to the construction of "Internet plus pregnant women’s health"in obstetrics departments in the future.However,currently,there is a lack of research on the situation and patient experience of ’Internet plus’ service in obstetric outpatient departments.Therefore,it is highly essential and meaningful to study and discuss pregnant women’s patient experiences of‘Internet plus’services in obstetric outpatient departments.This could help to widen the scope of the patient experience and also provide theoretical guidance on the modification in hospital ’intelligent women and children’ service quality and the ’Internet plus" service experience for pregnant women in outpatient departments.ObjectiveThis study in jinan three level of first-class public hospitals,for example,in its maternity department to carry out the investigation and research,combined with"Internet plus"development trend of medical services and medical characteristics of pregnant women group,the maternity clinic pregnant women on the usage of "Internet+service" and the present situation of clinic experience,explore the pregnancy care services for pregnant women experience the effects of treatment,With the help of Kano model,the degree of demand for various services by pregnant women is analyzed,and targeted improvement strategies are put forward to further improve the functional application of WeChat public account platform,meet the medical needs of pregnant women in obstetric outpatient department,and improve the "Internet plus service" medical experience of pregnant women.MethodsFirst of all,this study sorted out relevant theories through literature analysis,and defined the concepts of "Internet plus medical","Internet plus " and patient experience,which laid a theoretical foundation for the construction of the research framework of this paper.Secondly,through field research,the archival data of sample hospitals,field survey data and interview data were collected,and the data were integrated and summarized,processed and analyzed statistically.Based on the survey data,descriptive analysis,t-test,one-way ANOVA and Standard chi square test were used to analyze the current situation of pregnant Internet service experience and its influencing factors.In addition,according to the Kano model analysis method,the service demand attributes of "Internet plus medical" were classified,and the satisfaction influence coefficient(SI)and dissatisfaction influence coefficient(DSI)were calculated by the Better Worse formula.The importance matrix analysis was carried out to determine the priority ranking of the service demand of "Internet plus medical" in obstetric outpatient department.Finally,combined with the information obtained from the interview,the paper analyzes the main factors influencing pregnant use of "Internet plus medical" services and their medical experience,and puts forward suggestions and strategies for improvement.Data processing and analysis were mainly completed by EpiData 3.0,Microsoft Excel 2019 and SPSS 20.0 software.Results(1)At present,the "Internet plus"services of the sample hospitals are mainly provided by the WeChat public account platform.The "Internet+" services provided by the obstetric outpatient department for patients include basic medical services and pregnancy health care services.The results showed that the utilization rate of basic medical services was higher among pregnant women,but the actual utilization rate of online prenatal health services was lower,and there was a certain gap with the demand of pregnant women.Among them,the utilization rate of online appointment and registration service was as high as 95.9 percent,and the utilization rate of basic services such as online payment and electronic medical records was more than 50 percent.However,the utilization rate of pregnancy health care services was relatively low,among which the utilization rate of online school for pregnant women,examination records and remote fetal heart rate services was only 19.5%,26.8%and 18.7%.(2)The results showed that the overall score of pregnant women’s "Internet plus medical treatment" service experience had little difference,and the overall score of medical experience was high.Among them,pregnant women scored higher on the experience of basic medical services than on the pregnancy health care services,which was obtained from the five dimensions of the analysis scale.The pregnant women scored the highest on the experience of the acquisition dimension(4.72),but lower on the attraction dimension(4.45),and the scores of the other three dimensions had little difference.In terms of influencing factors,age,gestational age,educational background and visiting purpose of pregnant women may affect their visiting experience of "Internet plus" service in obstetric outpatient department(P<0.05).Inaddition,pregnant women who have used online prenatal health care services have a higher rating on the hospital’s "Internet plus" service experience,and online prenatal health care services are conducive to improving the pregnant women’s "Internet plus"service experience.It is worth noting that the content and quality of online pregnancy health care services provided may also be key factors affecting pregnant women’s"Internet plus Medical" service experience.(3)According to the analysis method of Kano model,the demand attributes of"Internet plus" service in obstetric outpatient department of hospital can be divided into three necessary demands,three expected demands and four charming demands.The top three service items ranked by SI value of satisfaction coefficient are:appointment registration service(SI=0.93),complete service functions(SI=0.92),and pregnancy health care videos or knowledge provided by hospitals(SI=0.91).The top three service items with DSI value of the coefficient of dissatisfaction are:searching for doctor home visit information(DSI=-0.77),seeing a doctor in the time of appointment and having complete service functions(DSI=-0.73),and searching for doctor’s personal information(DSI=-0.71).According to the importance matrix analysis,the top three priorities of service demand are:to ensure the safety of patients’property,to inquire about doctors’ information and to have complete service functions.Conclusions and SuggestionsBased on the field survey results and quantitative data analysis,this study drew the following conclusions:First,the online pregnancy health care services in obstetric outpatient department of the hospital are single,and the promotion of online schools for pregnant women is not enough.Second,pregnant women have a higher rate of utilization and experience of the basic services provided by "Internet plus medical",but a lower rate of utilization and score of online pregnancy health care services.Third,the pregnant women’s age,gestational age,educational background,the purpose of treatment and the use of online pregnancy health care services will affect the pregnant women’s experience of "Internet plus medical".Fourthly,the demand attribute and priority of "Internet plus medical"service in obstetric outpatient department are determined.Based on the results of this study,the following suggestions are proposed:(1)Pay attention to the construction of pregnancy health care services and increase the online participation rate.(2)Improve the platform function and information construction,carry out quality services.(3)Ensure the security of user data and property,reduce the risk of use.(4)Dynamic monitoring of health care needs during pregnancy and strengthening health education for pregnant women. |
PDF Full Text Request