Study on the Quality Evaluation of Online Medical Services in Public Hospitals Based on the Standardized Pa-tient Method and lOM Model
Yang Yuting
Song Faying
Li Yuhan
Gong Xue
Wang Yipei
Guo Rui
Abstract：Objective To provide a comprehensive and multi-dimensional objective assessment of the online medi-cal service quality supplied by public hospitals in China,and providing feasible suggestions for further improving.Methods It adopted a standardized patient method and relied on the IOM model to conduct a descriptive analy-sis of the online medical service quality from the perspectives of safety and effectiveness,efficiency,patient-cen-tered care,and accessibility.Results The process quality(adherence to checklist)in public hospital was 17.65％,the diagnostic accuracy was 66.04％,and the treatment correctness was 88.68％.The average consultation fee was 50 yuan.The patients'disease experience was 4.00 points,the social situation was 0,and the agreement between the physician and the patient was 12.00 points.The average time waiting for first response was about 1.60 hours,the average time waiting for each response was about 5.14 hours,and the patient's total time was about 20.32 hours.The time for response was 3,and the total words of providers was 149.50.Conclusion Internet medical ser-vices quality in public hospital are still insufficient in three aspects:the process quality(adherence to checklist),pa-tient-centered care,and accessibility.Improving online medical service quality can be achieved by strengthening"in-process supervision"and improving physicians'comprehensive clinical ability.
Keywords：public hospitalonline medical servicequalitystandardized patient methodIOM model
Publication Date：2025-04-05
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：6( 6-11 )