Study on the Factors Influencing Patient Satisfaction in Public Internet Hospitals

Wang Jia; Wang Guorong; Liu Chang; Liu Jiayue; Chen Wenlin

Abstract：Objective It aims to identify the key factors influencing patient satisfaction with public internet hospitals,providing empirical evidence to support service process optimization,quality improvement,and policy design.Methods A total of 400 valid responses were collected from patients nationwide who had used public Internet hospital services.It employed the Best-Worst Scaling method to design a survey covering six core service attributes:online consultation system,online consultation content,service provider,response waiting time,communication style,and payment method.A logit regression model was used to evaluate the impact of each attribute on patient satisfaction.Results Patient satisfaction was mainly influenced by response waiting time and payment method reimbursement ratio.In addition,user characteristics such as age,frequency of using public Internet hospitals,and Internet proficiency exhibited heterogeneous effects on satisfaction preferences.Conclusion The key to improving the service quality of public Internet hospitals lies in enhancing response timeliness and optimizing medical insurance reimbursement mechanisms.Furthermore,promoting personalized services can help improve the overall patient experience.The findings provide practical reference for advancing the high-quality development of"Internet Plus Healthcare".