摘要
摘要
随着经济的发展促使我国人民收益水平的增加，加剧了人们对于高质量医疗
资源的需求，而我国有限的医疗资源却不能够满足人民就诊的需求。大多数优秀
的医疗人员留在了经济条件较好，发展空间更大的城市三甲医院，而基层医疗人
员不足，形成了医疗服务倒金字塔的形式，进一步加剧了异地就医、无序就医等
现象。远程医疗利用信息和通讯技术，为破解我国医疗行业面临的困境提供了有
效的解决途径。远程医疗的使用，缓解了传统的单一就诊模式，化解了我国因地
区差异导致的医疗资源分布不均衡的问题，使得更多的基层偏远地区以及更多的
人能够通过技术资源，享受到优质医疗资源，专家资源等，拓宽了医疗资源的服
务半径，增加了时间和空间上的覆盖面。近年来，远程医疗在我国得到了快速发
展，但随着用户数量的不断增加以及医疗需求不断变化，远程医疗亟需进一步的
补充和完善，确保信息交互流畅度，提高用户使用率，提升用户体验，提高服务
质量。
本文基于用户体验的角度，通过文献研究法和实地调研法对国内外互联网背
景下用户体验的概念、远程医疗的概念以及互联网医疗进行介绍和分析，了解远
程医疗发展的现状。以 L医院为例，考察远程医疗的发展情况并进行了问卷调查
和走访面谈，针对包括患者、医务人员、以及管理工作人员等人员在内的远程医
疗核心利益相关者进行了用户满意度评价。结合远程医疗的特性和用户体验需
求，从信息质量、服务质量、环境质量、结构质量、结果质量中了解并分析 L医
院远程医疗实际运行过程中存在的诊前、诊中、诊后等影响用户体验的具体原
因，并提出了相关建议：挖掘用户需求，提高用户参与度；从用户出发，合理匹
配医疗资源；建立绩效标准，提高医务人员参与度；优化服务资源；深化业务模
式；健全长效保障机制等方式，优化远程医疗服务模式，提高服务效力，使远程
医疗服务更加系统化、便捷化、精准化，为 L医院远程医疗以后的发展提供新思
路和对策方向，实现医疗资源的合理利用。
关键词：远程医疗；用户体验；利益相关者；互联网医疗
论文类型：应用类
选题来源：自选项目
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ABSTRACT
ABSTRACT
With the development of economy, the income level of Chinese people increases,
and people's demand for high-quality medical resources intensifies. However, China's
limited medical resources cannot meet people's demand for medical treatment. Most
excellent medical personnel stay in the city's third-class a hospitals with better
economic conditions and more space for development, while the lack of grassroots
medical personnel forms an inverted pyramid of medical services, which further
aggravates the phenomenon of out-of-place and disorderly medical treatment.
Telemedicine makes use of information and communication technology and provides
an effective way to solve the dilemma faced by China's medical industry. The
application of telemedicine alleviates the traditional single medical treatment mode,
solves the unbalanced distribution of medical resources caused by regional differences
in China, and enables more remote areas at the grassroots level and more people to
efficiently share medical resources, expert resources, technical resources, expands the
service radius of medical resources and increases the coverage of time and space.
Telemedicine has developed rapidly in China in recent years. However, with the
increasing number of users and changing medical needs, telemedicine needs to be
further supplemented and improved to ensure the fluency of information exchange,
improve user utilization rate, improve user experience and improve service quality.
Based on the perspective of user experience, this paper introduces and analyzes
the concept of user experience, telemedicine and Internet medical treatment in the
context of the Internet at home and abroad through literature research and field
research, so as to understand the development status of telemedicine. Taking L
Hospital as an example, the development of telemedicine was investigated and
questionnaire survey and interview were conducted, and user satisfaction was
evaluated for the core stakeholders of telemedicine including patients, medical staff
and management staff. Combined with the characteristics of telemedicine and user
experience needs, the specific reasons affecting user experience in the actual operation
of telemedicine in L hospital, such as before, during and after consultation, were
understood and analyzed from the aspects of information quality, service quality,
environmental quality, structural quality and result quality, and relevant suggestions
were put forward: Mining user needs，increase user engagement；Reasonable
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ABSTRACT
matching of medical resources from the perspective of users；Establish performance
standards and increase medical staff participation；Optimize service resources；
Deepening the business model；Improve the long-term guarantee mechanism and so
on. Through the above steps to further optimize the telemedicine service mode,
improve service effectiveness, make telemedicine service more systematic, convenient
and accurate, provide new ideas and countermeasures for the future development of L
hospital telemedicine, and realize the rational use of medical resources.
KEY WORDS: Telemedicine; User experience; Stakeholders; Internet health-care.
Dissertation Type: Application Research
Subject Source: Self-selected Project
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