Analysis of Evaluation and Influencing Factors of the Quality of Video Consultation Services from the Pa-tient's Perspective

Huang Caina; Guo Lining; Luo Renjie; Zhang Yan

Abstract：Objective To explore the service quality of video consultation from the patient's perspective and its in-fluencing factors,and to provide theoretical basis and practical reference for public hospitals to promote the develop-ment of video consultation.Methods Based on the video consultation service quality questionnaire designed by the SUTAQ scale,a questionnaire survey was conducted with 345 patients who participated in the video consultation field trial,and the influencing factors were analyzed by using multiple linear regression.Results The total score of pa-tients' video consultation service quality was 14.80±3.43,and the dimensional scores,from lowest to highest,con-tinue using,and immediacy of consultation.The results of multiple linear regression showed that the differences in the effects of marital status,education,willingness to pay and waiting time on the quality of video consultation ser-vice were statistically significant(P＜0.05).Conclusion Patients' evaluation of the service quality of video consulta-tion is good overall,and there are differences in the scores of each dimension,in which the immediacy of diagnosis and treatment is the most prominent value of video consultation,and the patient's perceived risk is a non-negligible problem.It is recommended to strengthen risk regulation and privacy protection,focus on group heterogeneity and synergize with family doctors,and optimize service pricing and waiting process to enhance patients' trust and ex-perience and promote the healthy and sustainable development of video consultation.