Factors Influencing Information Service Quality of China Hospital: The Case Study of since 2017 of a Hospital Information Platform in China
Table 2
The Quantification and Assignment Standards of the Dimensions of Online Medical Information Services.
No.
Evaluation standards
Description of quantitative assignment
Quantitative assignment of the dimensions of online medical information services
1.1.1
Hospital profile
The hospital profile item includes ten sub-items: (introduction, logo, history, leadership, culture, qualification, honor, environment, words by the president and video of the hospital.) each of these items has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 10. W1 is the specific value of the i sub-item.
1.1.2
News and bulletin
The news and announcement include two sub-items: News and announcement, respectively, valued 0.7 and 0.3. According to the updating frequency, the sub-item news falls into four categories, no updating, updating every one month and over, updating every week and updating every two days, which are valued, respectively, 0, 0.34, 0.67 and 1. The sub-item announcement has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
W1is the value of news and W2 is that of announcement.
1.1.3
Introduction of hospital experts
The introduction of hospital experts includes five sub-items: (personal introduction, expertise, honor and academic achievements, positions and contacts.) this item has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item.
1.1.4
Introduction of departments
The item introduction of departments includes five sub-items: (departments introduction, expertise, medical teams, honor and contacts.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item.
1.1.5
Publicity of medical events
The publicity of medical events includes five sub-items: (clinical service management, nursing management, hospital regulations, academic research and medical education.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item.
1.1.6
Special medical treatment
The special medical treatment includes three sub-items: Programs, introduction and effects. It has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 3. Wi is the specific value of the i sub-item.
1.1.7
Emergency service and outpatient service hour
The emergency service and outpatient service hour include two sub-items: Time and doctors. It has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 2. Wi is the specific value of the i sub-item.
1.1.8
Treatment guidelines
The treatment guidelines include eight sub-items: (transportation guides, hospital indoor navigation, outpatient information, registration information, emergency information, medical test information, inpatient treatment and discharge guidelines.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 8. Wi is the specific value of the i sub-item.
1.1.9
Device introduction
The device introduction includes five sub-items: (types, names, functions, distribution and numbers.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item.
1.1.10
Accompanying service
The accompanying service includes five sub-items: (home care, inpatient care, postpartum care, pregnancy care and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item.
1.1.11
Medical insurance information
The medical insurance information includes four sub-items: (news, policies, guidelines, and organizations.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 4. Wi is the specific value of the i sub-item.
1.1.12
Charging standard notes
The charging standard notes include six sub-items: (outpatient, emergency and comprehensive medical services, traditional Chinese and folk medicine, medical technologies, clinical treatment, special medical treatment services and pharmaceutical drugs.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 6. Wi is the specific value of the i sub-item.
1.1.13
Handy Service
The item Handy Services includes ten sub-items: (guiding services, drinking water, body temperature measurement, Presbyopic glasses, wheelchairs and stretchers, medical record copying, free magazines, parking guides, testing report post service and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 10. Wi is the specific value of the i sub-item.
1.1.14
Appointments and registration by phone
According to its functions, the item appointments and registration by phone has four levels: (1) no telephone appointment service is provided on the website, which is valued 0 (2) the website offers telephone number for appointment but it is not accessible. The value is 0.34 (3) the website has accessible telephone number but users cannot make appointment through it. The value is 0.67 (4) the website provides telephone appointment service and users can make an appointment successfully, which is valued 1 The state that the website provides telephone appointment service and users can make an appointment successfully is: When researchers acting as patients make an appointment over the telephone, operators answer the phone promptly, make a registration in appropriate departments for the patients according to the symptoms described by the researchers, record the patients’ information and thus finish all the registration procedures.
1.1.15
Contact information
The contact information includes ten sub-items for contacting the hospitals: (hospital switchboard, phone numbers of departments, discipline inspection phone number, E-mail address, hospital address, location, traffic, digital map, President’s mail-box and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 10. Wi is the specific value of the i sub-item.
Online medical service information
1.2.1
Signing in service
According to its functions, the signing in service has four levels: (1) the hospital website does not provide registration service. The value is 0 (2) the website provides registration service but users cannot finish the registration. The value is 0.34 (3) the website has registration service and users can register successfully. The value is 0.67 (4) the website has registration service and users can register successfully and use the registered accounts to use website’s functions. The value is 1
1.2.2
Online appointments and registering
The online appointments and registering has two levels: “Established” valued 1 and “to be established” valued 0.
1.2.3
Examination results query
According to patients’ names and medical service numbers, the examination results query has two levels: “Established” valued 1 and “to be established” valued 0.
1.2.4
Online complaint
The online complaint item has two levels: “Established” valued 1 and “to be established” valued 0.
1.2.5
Virtual hospital
The virtual hospital includes six sub-items: (medical service appointment, guidelines, specialist clinic, hospital indoor navigation, online test and 3D virtual hospital.) it has two levels: “Established” valued 1 and “to be established” valued 0. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 6. Wi is the specific value of the i sub-item.
Online interactive information
1.3.1
Online advisory
Standards of this kind include two parts: Service functions valued 0.6 and service quality valued 0.4. The service functions has two levels: “Established” valued 1 and “to be established” valued 0. In terms of the value of service functions, researchers acting as users send consultation to designated e-mail address or phone number. According to the time period before the consultation is answered and the accuracy of the answers, the service function has four levels: Half a month and over, valued 0, in half a month, valued 0.34, in a week, valued 0.67, and in three days, valued 1. The calculation of the value of the quantitative standard is:
W1 is the value of the service functions and W2 is that of the service quality.
1.3.2
E-mail advisory
1.3.3
Text message advisory
1.3.4
Online medical service
According to its functions, the online medical service has three levels: (1) researchers acting as users try the medical services provided on the hospital website to assign the value of the item. If the website does not provide online medical services, the value is 0 (2) if the website provides online medical services but users cannot register and further access these services, the value is 0.5 (3) if the website provides online medical services and these services are accessible for users, the value is 1
1.3.5
BBS
The BBS item has four levels: (1) if the website does not provide the function of online forum, the value is 0 (2) if the website provides this function and users can register and log in to use it, the value is 0.34 (3) if the website has an online forum and users can register, log in and search for information by categories, but the number of posts is relatively small (less than 100), the value is 0.67 (4) if the website has an online forum with various functions, users can register, log in and search for information by categories, and the number of posts is relatively large (more than 100), the value is 1
1.3.6
Online message board
This item has two levels: “Established” valued 1 and “to be established” valued 0.
Digital media service information
1.4.1
Disease knowledge
According to the amount of its contents, the disease knowledge has four levels: (1) if the website does not provide this function, the value is 0 (2) if the website has this function and the number of knowledge items is no more than 50, the value is 0.34 (3) if the website provides knowledge about diseases and categorizes these knowledge, and the number of knowledge items is between 50 and 100 (100 included), the value is 0.67 (4) if the website provides knowledge about diseases and categorizes these knowledge, and the number of knowledge items is over 100, the value is 1
1.4.2
Popular science
According to the amount of its contents, the popular science has four levels: (1) if the website does not provide this function, the value is 0 (2) if the website has this function and the number of knowledge items is no more than 50, the value is 0.34 (3) if the website provides knowledge about science and categorizes these knowledge, and the number of knowledge items is between 50 (50 included) and 100, the value is 0.67 (4) if the website provides knowledge about science and categorizes these knowledge, and the number of knowledge items is over 100 (100 included), the value is 1
1.4.3
Multimedia video
According to the amount of its contents, the multimedia video has four levels: (1) if the website does not provide this function, the value is 0 (2) if the website has this function and the number of videos is less than 10, the value is 0.34 (3) if the website provides multimedia videos and the number of videos is between 10 (10 included) and 50, the value is 0.67 (4) if the website provides multimedia videos and categorizes videos, and the number of videos is 50 and over, the value is 1
1.4.4
Medical policy
The medical policy has two levels: “Established” valued 1 and “to be established” valued 0.
1.4.5
Medical education
According to the amount of its contents, the medical education has four levels: (1) if the website does not provide this function, the value is 0 (2) if the website has this function and the number of resources for downloading is no more than 10 (10 included), the value is 0.34 (3) if the website provides resources for downloading and the number is over 10, the value is 0.67 (4) if the website provides resources for downloading and categorized these resources, and the number is over 50, the value is 1
1.4.6
Drug usage
The drug usage has two levels: “Established” valued 1 and “to be established” valued 0.
1.4.7
Academic database
The academic database has three levels: An academic database with owned academic resources, an academic database and to be established, which valued, respectively, 1, 0.5 and 0.
1.4.8
Hospital E-journal
According to its function and contents, the hospital E-journal has four levels: (1) if the website does not provide this function, the value is 0 (2) if the website provides this function, and the number of e-journals is no more than 5 (5 included), the value is 0.34 (3) if the website has this function, and the number of e-journals is between 5 and 10 (10 included), the value is 0.67 (4) if the website has e-journals and provides the function of categorization and searching, and the number of the e-journals is over 10, the value is 1
The resource quality of information service
2.1.1
Readability
According to whether the contents on the hospital website are easy to be understood by users, readability has four levels valued, respectively, 0, 0.34, 0.67 and 1.
2.1.2
Accuracy
The accuracy concerns with the accuracy of information published on the website, pronunciation and grammar. According to this accuracy, the item has four levels valued, respectively, 0, 0.34, 0.67 and 1.
2.1.3
Completeness
The completeness is whether the information released by the website covers a sufficiently wide range of topics. According to this completeness, the item has four levels valued, respectively, 0, 0.34, 0.67 and 1.
2.1.4
Information source
The information source has five sub-items: (source of the article, reprint mark, reprint review, online reference links and reminding.) it has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 3. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item. The “min” function is used to find the smallest value in the given parameter list.
Information service resources management
2.2.1
Copyright
The copyright has two levels: “Established” valued 1 and “to be established” valued 0.
2.2.2
Qualification licenses for website operation
The qualification licenses for website operation includes ten sub-items: (internet drug information service license, MOH health information service network management review, internet medical and health information service license, internet education information service license, internet domain name accreditation, internet publishing license, internet broadcasting program license, internet payment license, value added telecommunication business license and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 5. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 10. Wi is the specific value of the i sub-item. The “min” function is used to find the smallest value in the given parameter list.
2.2.3
Author’s identity
The Author’s identity includes six sub-items: (name, education, title, organization, contact and others.) it has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 4. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 6. Wi is the specific value of the i sub-item. The “min” function is used to find the smallest value in the given parameter list.
2.2.4
Title marking
The title marking item has four levels: (1) if the website does not mark any titles, the value is 0 (2) if the homepage or a certain web page has a marked title, the value is 0.34 (3) if the homepage and other pages all have marked titles, the value is 0.67 (4) if the homepage and other pages have different title marks, the value is 1 The level of the sub-item is figured out through the random examination of 20 page titles of the hospital’s website.
2.2.5
Accessibility of resources
According to the number of the website’s invalid links, the accessibility of resources has four levels: (1) if the number of invalid links is no less than 10 (10 included), the value is 0 (2) if the number of invalid links is between 5 and 10, the value is 0.34 (3) if the number of invalid links is less than 5 (5 included), the value is 0.67 (4) if the website has no invalid links, the value is 1 The number of invalid links is figured out through the random examination of 20 internal links of the website.
2.2.6
Release date
The release date has four levels: (1) if the publishing time or date is not marked, the value is 0 (2) if the time or date is marked, the value is 0.5 (3) if the time and date are both marked, the value is 1
Information service technology
2.3.1
Information classification
The information classification includes five sub-items: (1) the layout of pages on the website (2) the homepage has information classification (3) the information classification is reasonable (4) the information classification meets users’ demands (5) the names of classified information are easy to understand The above five sub-items have four levels: Excellent, good, general and bad, valued, respectively, 0, 0.34, 0.67 and 1. The calculation of the value of this item is:
W1,W2,W3,W4 AndW5 are, respectively, the values of the five sub-items.
2.3.2
Information stratification
According to the number of the grades of information classification, the item has four levels: (1) if the number of the grades is no less than 10, the value is 0 (2) if the number of the grades is between 5 and 10, the value is 0.34 (3) if the number of the grades is between 4 (4 included) and 5 (5 included), the value is 0.67 (4) if the number of the grades is less than 4, the value is 1
2.3.3
Navigation mark
The navigation mark includes five items: (A back link to the last page, a back link to the homepage, a back link to the information classification page, a link to homepage prompt message and a navigation map for the website.) it has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 3. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 5. Wi is the specific value of the i sub-item. The level of the sub-item is figured out through the random examination of 20 page titles of the hospital’s website. The “min” function is used to find the smallest value in the given parameter list.
2.3.4
Format specification
The format specification includes eight sub-items: (well-designed pages, user-friendly font size, uniform page layout, appropriate page margin, pagination on long pages, a horizontal scroll bar on large pages, zoom-in and zoom-out function, all browsers supported.) it has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 7. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 8. Wi is the specific value of the i sub-item. The level of the sub-items is figured out through the random examination of 20 pages of the hospital’s website. The “min” function is used to find the smallest value in the given parameter list.
2.3.5
Specification of domain name
The specification of domain name is whether the URL of the hospital website is composed of the hospital’s English name or Chinese pinyin initials, whether it has multiple corresponding domain names and whether users find it easy to remember and use. This item has three levels: (1) if the domain name is not composed of the hospital’s English name or Chinese pinyin initials, and it does not have multiple corresponding domain names, the value is 0 (2) if the domain name is composed of the hospital’s English name or Chinese pinyin initials, while it does not have multiple corresponding domain names, the value is 0.5 (3) if the domain name is composed of the hospital’s English name or Chinese pinyin initials, and it has multiple corresponding domain names formed by the hospital’s English name and Chinese pinyin initials, the value is 1
2.3.6
Language
If the website only has simple Chinese version, the value is 0.5; if it has two or more language versions including Chinese, the value is 1.
Information architecture
2.4.1
Time taken to open the homepage
According to the time users need to open the hospital website’s homepage, the time taken to open the homepage (before flashes and videos are played) has four levels: (1) if the homepage open time exceeds 10 seconds, the value is 0 (2) if the homepage open time is between 8 and 10 (10 included) seconds, the value is 0.34 (3) if the homepage open time is between 4 and 8 (8 included) seconds, the value is 0.67 (4) if the homepage open time is no more than 4 seconds, the value is 1
2.4.2
Digital multimedia function
The digital multimedia function refers to dynamic forms of information services provided by the hospital website, including pictures, sounds, videos, flashes, dynamic pages and 3D interaction programs. Each of the above six sub-items has two levels: “Established” valued 1 and “to be established” valued 0. The total score is 4. In case that advertisement appears in the forms of dialog boxes and float bars on the website, 1 point is deducted. The calculation of the value of the quantitative standard is:
“n” is the number of the sub-items and equals 6. Wi is the specific value of the i sub-item. R is the case that incurs any point deduction. The level of the sub-items is figured out through the random examination of 20 pages of the hospital’s website. The “min” function is used to find the smallest value in the given parameter list.
2.4.3
Website Pageview
The website page view is the function to calculate the number of visitors to the hospital website. According to its function, the item has two levels: “Established” valued 1 and “to be established” valued 0.
2.4.4
Background data
The background data refers to that the information service resources on the website are posted in the format and form of background data. It has four sub-items: (1) if the resources are not in the format and form of background data, the value is 0 (2) if part of the contents on the website is in the format and form of background data, the value is 0.34 (3) if half or more of the contents of the website are in the format and form of background data, the value is 0.67 (4) if all the contents of the website are in the format and form of background data, the value is 1
