基于UTAUT模型的“互联网 + 护理服务”运行现状分析

Analysis of the Operational Status of “Internet Plus Nursing Services” Based on the Unified Theory of Acceptance and Use of Technology (UTAUT) Model

摘要: 目的：基于统一技术接受与使用理论(UTAUT)模型，分析某三级甲等医院“互联网 + 护理服务”的运行现状及护理人员行为意向影响因素，为服务模式优化提供依据。方法：采用描述性统计分析2025年平台订单数据，并对12名上门护士开展访谈，围绕绩效期望、努力期望、社会影响和促进条件四个维度进行主题分析。结果：2025年共完成上门护理服务324单，其中管路相关护理项目占比69.75%，订单结构呈明显集中趋势。护理人员在绩效期望维度表现出较高职业价值认同，但对经济激励匹配度存在一定顾虑；努力期望维度显示平台操作适配性较好，参与成本总体可接受；社会影响层面患者信任与组织支持基础较为稳定；促进条件方面组织支持已具雏形，但对风险保障与制度完善仍存期待。结论：护理人员对“互联网 + 护理服务”整体持积极态度，绩效期望与社会影响构成行为意向的重要驱动因素。未来应完善风险分级评估机制、健全法律与保险保障体系，并优化绩效激励结构，以促进该服务模式规范化、常态化与可持续发展。

Abstract: Objective: To analyze the operational status of “Internet Plus Nursing Services” and the influencing factors of nurses’ behavioral intention based on the Unified Theory of Acceptance and Use of Technology (UTAUT), and to provide evidence for optimizing service delivery models. Methods: Descriptive statistics were used to analyze platform order data in 2025 from a tertiary hospital. Semi-structured interviews were conducted with 12 home-visit nurses. Thematic analysis was performed according to the four core constructs of the UTAUT model: performance expectancy, effort expectancy, social influence, and facilitating conditions. Results: A total of 324 home nursing service orders were completed in 2025. Catheter-related nursing services accounted for 69.75% of all orders, indicating a highly concentrated demand structure. Nurses demonstrated strong professional value recognition under the dimension of performance expectancy, although concerns regarding the alignment between workload and financial incentives were reported. Under effort expectancy, the platform was perceived as user-friendly, and the participation burden was generally acceptable. Social influence findings indicated stable patient trust and organizational support. Regarding facilitating conditions, basic institutional support had been established; however, expectations remained for enhanced risk management mechanisms and policy safeguards. Conclusion: Nurses generally hold positive attitudes toward “Internet Plus Nursing Services”. Performance expectancy and social influence serve as primary drivers of behavioral intention. Future development should focus on strengthening risk stratification mechanisms, improving legal and insurance protection systems, and optimizing performance-based incentive structures to promote standardized, sustainable, and long-term service implementation.