User Utilization Behavior and Influencing Factors of Hospital Online Information Service: A Case Study of Hebei Province

Abstract

[Purpose/Significance] With the development of the digital age, many traditional medical institutions have created a series of patient-centered online user service projects, but their actual utilization, effect and influencing factors need to be further verified. [Method/Process] Taking 10 3A Grade hospitals in Hebei Province as an example, this study investigated the online information service channels, types and specific contents provided by hospitals, and explored the influencing factors of patients and their families with medical needs using hospital online services. [Results/Conclusions] The current online services in hospitals mainly through 4 main channels include the official channels, WeChat public numbers, WeChat applets, Alipay life code. A total of 17 main services are provided such as intelligent triage, online and offline consultation, personal online health management, payment management and epidemic response. Users' age, education level, perceived platform service utility, information utility, effort expectation, social impact, and perceived risk factors all have a multi-dimensional impact on users' use of hospital online services.

Keywords

• hospital|online information service|users' utilization behavior|influencing factors|utaut