@文章{info:doi/10.2196/14634，作者=“刘静侯盛超埃文仕理查德夏晨曦夏卫东马敬东”，标题=“患者在线抱怨:基于患者为中心的系统综述和分类框架”，期刊=“J医学互联网研究”，年=“2019”，月=“8”，日=“07”，卷=“21”，数=“8”，页=“e14634”，关键词=“以患者为中心的护理;提供保健服务;系统评价;背景:由于全球互联网的广泛连接，患者在网上对他们的医疗保健经历的投诉越来越普遍。基于以患者为中心的先验框架，可能有助于识别患者在多个环境中在线抱怨的问题类型。它还可以帮助检查以患者为中心的护理(PCC)的决定因素是否反映了患者体验的决定因素。目的:我们研究的目的是建立一个基于患者中心的在线患者投诉分类框架，并检查PCC的决定因素是否反映了患者体验的决定因素。方法:首先，应用最优拟合框架综合技术建立先验框架。其次，检索了包括Web of Science、Scopus和PubMed在内的电子数据库，以查找2000年至2018年6月期间发表的文章。只有收集了患者在线投诉的主要定量数据的研究才被纳入研究范围。 Third, a deductive and inductive thematic analysis approach was adopted to code the themes of recognized complaints into the framework. Results: In total, 17 studies from 5 countries were included in this study. Patient complaint online taxonomies and theme terms varied. According to our framework, patients expressed most dissatisfaction with patient-centered processes (101,586/204,363, 49.71{\%}), followed by prerequisites (appropriate skills and knowledge of physicians; 50,563, 24.74{\%}) and the care environment (48,563/204,363, 23.76{\%}). The least dissatisfied theme was expected outcomes (3651/204,363, 1.79{\%}). People expressed little dissatisfaction with expanded PCC dimensions, such as involvement of family and friends (591/204,363, 0.29{\%}). Variation in the concerns across different countries' patients were also observed. Conclusions: Online complaints made by patients are of major value to health care providers, regulatory bodies, and patients themselves. Our PCC framework can be applied to analyze them under a wide range of conditions, treatments, and countries. This review has shown significant heterogeneity of patients' online complaints across different countries. ", issn="1438-8871", doi="10.2196/14634", url="//www.mybigtv.com/2019/8/e14634/", url="https://doi.org/10.2196/14634", url="http://www.ncbi.nlm.nih.gov/pubmed/31392961" }