Meyer Melanie A
University of Massachusetts, Lowell, MA, USA.
J Patient Exp. 2020 Oct;7(5):657-664. doi: 10.1177/2374373520959486. Epub 2020 Sep 16.
The COVID-19 pandemic has led to rapid change in health care, accelerating the use of digital health services, including telehealth. Moreover, growth in value-based care has compelled consumers to become more engaged in care processes. It has also provided opportunities to enhance patient experiences by increasing patients' access to online health information and services. This study assessed online patient engagement practices for 6 common patient touchpoints by reviewing the websites of the top 32 hospitals, including the top 10 children's hospitals. The great majority of these hospitals provided some information related to these patient touchpoints. However, the scope and extent of task automation varied significantly and many options were not convenient. Based on this study, it is clear that patient experience can be enhanced by improving online patient engagement, particularly during the current global pandemic.
新冠疫情导致了医疗保健领域的迅速变革，加速了包括远程医疗在内的数字健康服务的使用。此外，基于价值的医疗保健的发展促使消费者更多地参与到医疗过程中。它还通过增加患者获取在线健康信息和服务的机会，为提升患者体验提供了契机。本研究通过审查32家顶尖医院（包括前10家儿童医院）的网站，评估了6个常见患者接触点的在线患者参与实践。这些医院中的绝大多数都提供了与这些患者接触点相关的一些信息。然而，任务自动化的范围和程度差异很大，许多选项并不方便。基于这项研究，很明显，通过改善在线患者参与度可以提升患者体验，尤其是在当前全球疫情期间。
