期刊文章JMIR出版物v22 %N 2 %P患者看重医生:卡塔尔世界杯8强波胆分析利用医生评价网站数据分析患者满意度的驱动因素%A Bidmon,Sonja %A Elshiewy,Ossama %A Terlutter,Ralf %A Boztug,Yasemin %+ alpena - adria - Klagenfurt大学市场营销与国际管理学系，Klagenfurt am wererthersee大学，65-67,9020，奥地利，43 463 2700 4048，sonja.bidmon@aau.at %K在线医生评分%K患者满意度%K多属性模型%K医疗保健管理%D 2020 %7 3.2.2020 %9背景:以客户为导向的医疗保健管理和患者满意度已经成为医生在竞争日益激烈的环境中吸引患者的重要因素。满意度影响患者对医生的选择，并导致更高的患者保留率和更高的积极口碑参与意愿。此外，较高的满意度对患者遵循医生建议的意愿有正向影响。近年来，医生评级网站(prw)在医疗保健领域兴起，越来越多的患者使用。患者的使用方式包括发布评估，向他人反馈他们自己看医生的经历，或者在选择医生之前阅读其他患者的评估。prw的出现为分析患者满意度及其主要驱动因素提供了新的途径。PRW数据既可以对单个医生进行满意度分析和影响，也可以对整体水平进行满意度分析和影响。目的:本研究旨在确定患者对医生预约服务属性的感知质量对PRWs上发表的总体评价指标的线性和非线性影响。 Methods: We analyzed large-scale survey data from a German PRW containing 84,680 surveys of patients rating a total of 7038 physicians on 24 service attributes and 4 overall evaluation measures. Elasticities are estimated from regression models with perceived attribute quality as explanatory variables and overall evaluation measures as dependent variables. Depending on the magnitude of the elasticity, service attributes are classified into 3 categories: attributes with diminishing, constant, or increasing returns to overall evaluation. Results: The proposed approach revealed new insights into what patients value when visiting physicians and what they take for granted. Improvements in the physicians’ pleasantness and friendliness have increasing returns to the publicly available overall evaluation (b=1.26). The practices’ cleanliness (b=1.05) and the communication behavior of a physician during a visit (b level between .97 and 1.03) have constant returns. Indiscretion in the waiting rooms, extended waiting times, and a lack of modernity of the medical equipment (b level between .46 and .59) have the strongest diminishing returns to overall evaluation. Conclusions: The categorization of the service attributes supports physicians in identifying potential for improvements and prioritizing resource allocation to improve the publicly available overall evaluation ratings on PRWs. Thus, the study contributes to patient-centered health care management and, furthermore, promotes the utility of PRWs through large-scale data analysis. %M 32012063 %R 10.2196/13830 %U //www.mybigtv.com/2020/2/e13830 %U https://doi.org/10.2196/13830 %U http://www.ncbi.nlm.nih.gov/pubmed/32012063