Are Multiple information sources better? The effect of multiple physicians in online medical teams on patient satisfaction

IF 7.4 1区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information Processing & Management Pub Date : 2024-09-18 DOI:10.1016/j.ipm.2024.103889

Yunchao Zhang , Fang Sun , Xiaofei Zhang , Xiumei Ma

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引用次数: 0

Abstract

An emerging service model in online health communities (OHCs) is that of medical teams comprising multiple physicians who collaborate to offer diagnoses and recommendations to patients. Given its multiple information sources, this model has the potential to deliver high-quality services and enhance patient satisfaction. However, the effect of a wider range of information on patient satisfaction has yet to be empirically examined. Therefore, the current research aims to examine the effect of multiple sources of health-related information on the satisfaction of patients in OHCs. We construct a sample model and empirically test it using a dataset comprising 115,367 consultation records sourced from WeDoctor. The results show that responses from multiple physicians in OHC medical teams increase patient satisfaction. In addition, we explore the moderating effects of team composition and team replies. The results show that physicians with higher titles and affiliations with the same department and the same question's replies from multiple physicians all play a positive moderating role, while reply time plays a negative moderating role. This research enriches the existing literature by focusing on patient satisfaction in the context of OHCs and offers recommendations for research and practice.

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多种信息来源是否更好？在线医疗团队中多名医生对患者满意度的影响

在线健康社区（OHC）中的一种新兴服务模式是由多名医生组成的医疗团队，他们合作为患者提供诊断和建议。鉴于其多种信息来源，这种模式具有提供高质量服务和提高患者满意度的潜力。然而，更广泛的信息对患者满意度的影响还有待实证研究。因此，本研究旨在探讨多种来源的健康相关信息对老年健康中心患者满意度的影响。我们构建了一个样本模型，并使用来自 WeDoctor 的 115,367 条咨询记录数据集对其进行了实证检验。结果表明，OHC 医疗团队中多名医生的回复会提高患者的满意度。此外，我们还探讨了团队组成和团队回复的调节作用。结果显示，职称越高、隶属于同一科室的医生以及同一问题的多位医生回复都起到了积极的调节作用，而回复时间则起到了消极的调节作用。这项研究通过关注开放式健康中心背景下的患者满意度，丰富了现有文献，并为研究和实践提供了建议。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Information Processing & Management 工程技术-计算机：信息系统

CiteScore

17.00

自引率

11.60%

发文量

276

审稿时长

39 days

期刊介绍： Information Processing and Management is dedicated to publishing cutting-edge original research at the convergence of computing and information science. Our scope encompasses theory, methods, and applications across various domains, including advertising, business, health, information science, information technology marketing, and social computing. We aim to cater to the interests of both primary researchers and practitioners by offering an effective platform for the timely dissemination of advanced and topical issues in this interdisciplinary field. The journal places particular emphasis on original research articles, research survey articles, research method articles, and articles addressing critical applications of research. Join us in advancing knowledge and innovation at the intersection of computing and information science.