老年患者对智慧门诊知信行现状及满意度的调查研究

Investigation into Knowledge, Attitudes, and Practices (KAP) and Satisfaction Regarding Smart Outpatient Services Among Elderly Patients

摘要: 目的：调查分析目前老年患者对医院智慧门诊的知信行现状以及满意度。方法：采用方便采样法抽取使用过智慧门诊的老年患者为研究对象。采用一般情况调查表、智慧门诊知信行现状调查表、智慧门诊使用情况满意度调查表，对老年患者智慧门诊知信行现状、满意度进行调查分析。结果：本次调查共回收有效问卷165例，56.36%的老年患者年龄在60~70岁。58.79%的老年患者了解智慧门诊具体定义，98.79%的老年患者知晓智慧门诊预约挂号功能，93.33%的老年患者知晓智慧门诊分时段就诊功能。老年患者对智慧门诊基础设施、就医流程、功能模块维度的满意度得分分别为(22.55 ± 3.09)分、(9.24 ± 1.20)分、(31.84 ± 4.11)分。老年患者的年龄、文化程度、是否使用智能手机是影响其对智慧门诊满意度的主要因素。结论：老年患者对于智慧门诊知信行处于偏上水平，对于智慧门诊使用情况满意度仍需进一步提高。未来仍需以老年患者为角度，加强宣传力度，提高老年患者对智慧门诊的认知度，并优化智慧门诊相关设备的适老化水平。

Abstract: Objective: To investigate and analyze the current status of Knowledge, Attitudes, and Practices (KAP) regarding smart outpatient services among elderly patients, as well as their satisfaction levels. Methods: Elderly patients who had utilized smart outpatient services were selected as study participants using a convenience sampling method. Surveys were administered, including a General Information Questionnaire, a Smart Outpatient Services KAP Questionnaire, and a Smart Outpatient Services Satisfaction Questionnaire, to investigate the KAP status and satisfaction levels of elderly patients regarding smart outpatient services. Results: A total of 165 valid questionnaires were collected. Among the respondents, 56.36% were aged between 60 and 70 years. Regarding knowledge: 58.79% of elderly patients understood the specific definition of smart outpatient services, 98.79% were aware of the appointment registration function, and 93.33% knew about the time-slot consultation function. Satisfaction scores were as follows: infrastructure dimension: 22.55 ± 3.09 points; medical process dimension: 9.24 ± 1.20 points; functional module dimension: 31.84 ± 4.11 points. Age, education level, and smartphone usage were identified as the primary factors influencing satisfaction with smart outpatient services. Conclusion: Elderly patients demonstrated a moderately high level of KAP concerning smart outpatient services. However, satisfaction levels with the usage of these services require further enhancement. Future efforts should prioritize the perspective of elderly patients, strengthen publicity initiatives to improve their awareness and understanding of smart outpatient services, and optimize the age-friendliness of related equipment and interfaces.