| BackgroundThe development of Internet diagnosis and treatment services helps to solve the dilemma faced by the traditional diagnosis and treatment,so that more patients can break the time and geographical restrictions,obtain suitable and high-quality medical services quickly and conveniently.The state attaches great importance to the construction of Internet medical care.A series of policy documents have been issued successively to guide the development of the Internet diagnosis and treatment services.Besides,the medical insurance payment policy has been gradually improved.China’s Internet medical industry has shown great vitality.The outbreak and prevalence of COVID-19 also promotes the development of Internet diagnosis and treatment services in China to a certain extent.Drived by social development and market demand,especially in the context of normal epidemic prevention and control,it is imperative to carry out Internet diagnosis and treatment services.However,the development of Internet diagnosis and treatment services in China is not smooth sailing,and the development of services still faces many difficulties and challenges.This study will be taken from the Internet medical services supply side and demand side two perspectives to carry out the problems and obstacles existing in the service process,to promote the development of China’s Internet medical services with rationalization suggestions,so that we can better play the advantages of Internet medical servicesObjectiveThe overall goal of this study is to analyze the gap between the supply and demand of Internet diagnosis and treatment services and propose improvement measures so as to promote and accelerate the orderly development of Internet diagnosis and treatment services.The specific objectives are as follows:(1)Investigate the current supply situation of Internet diagnosis and treatment services in sample hospital and analyze the existing obstacles of service development;(2)Compile statistic and analyse patients’ demands for Internet medical services;(3)Put forward corresponding improvement measures based on the gap between the supply and demand of Internet diagnosis and treatment services.MethodsThis study selected a First-class public hospital in Shandong Province as the investigation site.For the study of the supply side,quantitative data in the Internet Hospital Management System are mainly used to analyze the trial operation status of Internet hospitals.At the same time,the key person interview method was adopted to conduct in-depth interviews with relevant management personnel in charge of Internet medical treatment,and the obstacles existing in the process of carrying out Internet medical service in hospitals were investigated.In the study of the demand side,the self-designed questionnaire on the demand of Internet medical services was used to investigate and analyze the willingness of patients to use and to pay.A total of 340 paper questionnaires were distributed,and the effective rate of the collected questionnaires is 92.35%.The questionnaire includes seven dimensions:E-health literacy,perceived ease of use,perceived usefulness,social impact,cost risk,functional risk and willingness to use.The payment card questionnaire was used to investigate the willingness to pay by setting questions according to the off-line outpatient consultation fees of the sample hospitals.SPSS21.0 statistical tool was used for data analysis.Reliability analysis and factor analysis were used to test the reliability and validity of the questionnaire of willingness to use.Statistical methods such as descriptive statistical analysis,single factor analysis,correlation analysis and regression analysis were used to analyze the survey data.Results(1)For the supply side of Internet diagnosis and treatment service:Among the doctors registered to participate in the Internet diagnosis business in the sample hospital,the vast majority are associate chief physicians,accounting for 43.68%of the total number of registered physicians.The number of chief physicians is relatively small,and online high-quality physician resources are relatively lacking.At present,Internet diagnosis can only realize online consultation.Services and projects such as prescription and medical insurance settlement have not been fully realized.For the reason,mainly due to the Internet diagnosis and treatment services management system is not good enough,the level of information can not meet the requirements of service development,the hospital departments’duty division is not clear,the development of Internet diagnosis and treatment services is lack of sufficient motivation.In addition,in the vast majority of cases,patients wait for more than 120 minutes for doctors to receive treatment,which leads to delayed treatment by doctors On the one hand,the design of the current online consultation platform is not mature and many functions are not perfect.On the other hand,the online consultation costs are relatively low,which affects the enthusiasm of doctors for online consultation.(2)For the demand side:Currently,the actual utilization rate of online diagnosis and treatment service is not high,but the overwhelming majority of residents have a high degree of recognition for Internet diagnosis and treatment service.The occurrence of public health emergencies can increase the demand for Internet diagnosis and treatment service.Residents’ willingness to use of Internet medical services is directly affected by social influencing factors,perceived ease of use and e-health literacy,and social influencing factors play the largest role.Residents are very concerned about whether the medical insurance settlement can be used for Internet diagnosis and treatment service.In addition,the vast majority of residents are willing to pay for online medical services,with an average of CNY 30.63,which gradually increases with the rise of the professional title of doctorsConclusion and suggestionsResidents have a highly demand for the use of Internet diagnosis and treatment services,but at present,Internet diagnosis only can carry out fewer service items,the settlement of medical insurance for Internet diagnosis and treatment has not been fully realized,and there is a relative lack of high-quality doctors online,.Doctors’ treatment are not timely,the rate of diagnosis and treatment is low,and the enthusiasm of online treatment is not high.In terms of supply capacity,supply power and service quality,Internet diagnosis and treatment services temporarily can not fully meet the demand of online medical services.Internet diagnosis and treatment services still have a large gap between the supply and demandTherefore,in order to improve supply capacity of the service,hospitals need to attach importance to informatization construction,optimize and upgrade the Internet platform,and design personalized service mode according to the characteristics of different groups.In order to enhance the power of service supply,first of all,the health administrative departments should clarify and unify the relevant standards and requirements for the development of Internet medical services,and provide the medical insurance settlement of Internet medical services as soon as possible.Secondly,the hospital should improve the performance appraisal mechanism of medical staff related to Internet diagnosis and treatment and clarify the division of responsibilities of various departments in the hospital.In addition,it is necessary to adjust the fees of online consultation to ensure the enthusiasm of doctors.In order to improve the quality of the Internet medical services,it is necessary to establish the supervision mechanism of the Internet medical service,conduct regular assessment and evaluation of the quality of doctors’ online medical service,and take corresponding measures of reward and punishment. |
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