2019冠状病毒病大流行期间有关Bayanihan e-Konsulta项目的社交媒体帖子内容分析:以菲律宾为例

IF 5 Q1 PSYCHIATRY
April Joy Gascon, Jem Patrice Alfonso, Alyanna Joy Almonte, Alyssa Kyla Amor, Edwin Atabay, Lilian Kyla Bahulay, Christian Baldonado, Francine Baldueza, Juvy Banaria
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引用次数: 0

摘要

背景:为应对菲律宾新冠肺炎病例激增,菲律宾启动了Bayanihan E-Konsulta (BEK),提供免费远程咨询服务。随着医疗保健开始转向在线,以响应公众的健康需求,在与医疗保健提供者及其相关服务的远程互动中,人们对受益人的体验知之甚少。在此基础上,本研究旨在描述BEK受益者的存在体验和有价值的服务过程。方法:从2021年4月至2022年5月,使用与BEK相关的搜索词和标签收集来自Facebook、Twitter和Instagram的175条帖子和推文。排除不相关数据后,不包含以下条件的数据:1)发布日期:2021年4月5日至2022年5月31日;2)地点:菲律宾;3)以菲律宾语或英语撰写,进行直接和专题内容分析,以确定受益人的经验和有价值的BEK服务过程。研究结果:这一直接分析发现,受益人在bek相关职位中最强调业务存在,其次是临床存在、社会存在和治疗存在。随后,主题分析显示了四个最有价值的服务流程主题:聊天机器人辅助评估、志愿者即时响应、全面医疗护理和移情关怀。结论:本研究强调了Bayanihan E-Konsulta的受益者高度重视的服务,特别是快速反应,高效服务和以客户为中心的方法的重要作用,这些方法为接受和提供护理创造了舒适和无障碍的环境。研究结果可能有助于远程咨询和其他医疗保健服务提供者了解如何改进他们的服务流程,以更好地提供服务,提高患者的健康结果和满意度。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Content Analysis of Social Media Posts about the Bayanihan e-Konsulta Program during the COVID-19 Pandemic: A Case in the Philippines
Background: In response to the surge of COVID-19 cases in the Philippines, Bayanihan E-Konsulta (BEK) was launched to provide free teleconsultation services. As healthcare started shifting online to respond to the public’s health needs, there was little understanding of the beneficiary experience during their remote interaction with the healthcare provider and its related services. With this, the study aimed to describe the presence experience and valued service processes among the beneficiaries of BEK. Methods: One hundred seventy-five posts and tweets from Facebook, Twitter, and Instagram were gathered using search terms relating to BEK and hashtags from April 2021 to May 2022. After the exclusion of irrelevant data, data that do not contain the following criteria: 1) Date of posting: April 5, 2021, to May 31, 2022; 2) Location: Philippines; and 3) written in Filipino or English language, direct and thematic content analyses were conducted to determine the beneficiaries’ experience and valued service process with BEK. Findings: This directed analysis uncovered that beneficiaries highlighted Operational Presence the most in their BEK-related posts, followed by Clinical Presence, Social Presence, and Therapeutic Presence. Subsequently, the thematic analysis surfaced the four most valued service process themes: chatbot-aided assessment, immediate volunteer response, comprehensive medical attention, and empathetic care and concern. Conclusion: This study emphasized the services to which the beneficiaries of Bayanihan E-Konsulta hold high regard, specifically the important role of quick response, efficient service, and client-centered approaches that created a comfortable and accessible setting for receiving and rendering care. The findings may help teleconsultation and other healthcare service providers understand how to enhance their service processes for better service delivery, patient health outcomes, and satisfaction.
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来源期刊
Asian Journal of Social Health and Behavior
Asian Journal of Social Health and Behavior Social Sciences-Health (social science)
CiteScore
8.50
自引率
0.00%
发文量
18
审稿时长
17 weeks
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