数字化转型背景下中医医院门诊老年患者 就医体验现状及影响因素研究——以山东省某中医医院为例

Research on the Current Healthcare Experience and Influencing Factors of Elderly Outpatients in Traditional Chinese Medicine Hospitals under Digital Transformation—A Case Study of a Traditional Chinese Medicine Hospital in Shandong Province

摘要: 目的：掌握数字化转型背景下中医医院门诊老年患者就医体验的现状及影响因素，帮助中医医院整理可落地的实践参考方向。方法：采取配额抽样法，选取山东省某三甲中医医院的320例门诊老年患者作为研究对象，使用自制调查问卷结合半结构化访谈收集相关数据，借助多元线性回归，梳理出影响就医体验的关键因素。结果：研究对象在该中医医院门诊的就医体验不同环节呈现出不同特征，数字化环节体验评分偏低，结果查询、预约挂号、缴费环节的平均得分依次为2.18 ± 1.21、2.34 ± 1.12、2.41 ± 1.05，智能设备使用频率、自评数字素养、就医过程是否有人陪同，是影响老年患者总体就医体验的主要因素，P值小于0.05。结论：该中医医院门诊老年患者线下传统服务体验较好，数字化环节体验不佳，数字鸿沟相互叠加、中医服务和数字化转型之间存在张力、线下服务补位力度不足构成核心问题，可建立分层数字化适老服务模式，建立适配中医特色的数字化诊疗模式，强化线下服务补位能力，提高门诊老年患者就医体验。

Abstract: Objective: To investigate the current status and influencing factors of elderly patients’ healthcare experience in outpatient services of Traditional Chinese Medicine (TCM) hospitals under the context of digital transformation, thereby providing actionable recommendations for TCM hospitals. Methods: A quota sampling method was employed to select 320 elderly outpatient patients from a tertiary TCM hospital in Shandong Province as study subjects. Data were collected using self-designed questionnaires and semi-structured interviews, with multivariate linear regression analysis employed to identify key factors affecting healthcare experience. Results: The healthcare experience across different service stages varied significantly among participants. The scores for digital services were notably low, with average scores for result inquiry, appointment registration, and payment being 2.18 ± 1.21, 2.34 ± 1.12, and 2.41 ± 1.05, respectively. Key determinants of overall patient satisfaction included frequency of smart device usage, self-reported digital literacy, and presence of accompanying personnel during visits (P < 0.05). Conclusion: While elderly patients in this TCM hospital experienced satisfactory traditional offline services, their digital service experience was suboptimal. Core challenges include the digital divide, tensions between TCM services and digital transformation, and insufficient support for offline services. Recommendations include establishing a tiered digital adaptation model tailored to elderly needs, developing a TCM-specific digital diagnosis and treatment system, enhancing offline service support capabilities, and improving overall healthcare experience for elderly outpatient patients.