赖梦宇　俞晔

摘 要：为了解远程医疗服务中患者感知价值与满意度情况，为医疗主体提高服务质量提供参考和建议，通过问卷调查，对体验远程医疗的患者进行调研。结果提示：远程医疗服务患者的情感价值和效率价值评分较高，总体满意度高。相关性分析结果显示，功能价值和情感价值显著影响患者的满意度，主要与远程医疗提供的医疗技术服务、便捷度、医务人员心理安抚作用相关。医院开展远程医疗服务时，应进一步发挥医疗技术服务优势，同时注重优化服务流程，加强医患沟通，给予患者更多的人文关怀，进一步提升患者对远程医疗服务的满意度。

关键词：远程医疗；感知价值；满意度

中图分类号：C 93

文献标志码：A

The Survey of Patients’ Perception of Value andSatisfaction of Long-Distance Medical Care

LAI Mengyu YU Ye

（Shanghai General Hospital， Shanghai 200080， China）

Abstract：To understand the perceived value and satisfaction of patients in telemedicine service， and provide suggestions for medical subjects to improve service quality. The patients who experienced telemedicine were investigated by questionnaire.  The scores of emotional value， efficiency value and the satisfaction were high. Correlation analysis showed that functional value and emotional value significantly affected the satisfaction of patients. It is mainly related to the medical technology service， the convenience and the psychological soothing effect of medical personnel. In telemedicine service， hospitals should give full play to the advantages of medical technology service， and pay attention to optimize service process， strengthen doctor-patient communication， and give patients more humanistic care， which will improve patients’ satisfaction.

Key words：telemedicine; perceived value; satisfaction

远程医疗最早主要用于无创性检测和战场急救。随着技术的发展，远程医疗逐渐应用于医疗和公共卫生等领域。到20世纪末，通信技术的发展进一步促进远程医疗进行， 其形式逐渐多元化。远程监护、电子病历、微创手术工作站等形式相继出现，远程医疗的应用范围也不断扩大。远程医疗借助先进通信技术，帮助处在不同空间的患者和专家进行沟通与信息交换，其主要特点是便捷高效，患者在家中就可以和专家进行沟通交流，从而获得诊治，这样既节约了患者的时间，同时也可以有效减少医疗相关费用的支出。习近平总书记曾提出发挥科技优势，支持大力推进“互联网+医疗健康”的计划，国家卫健委也于2018年4月出台了利用“互联网+”创新公共卫生服务的指导意见。……