Research on Teleconsultation service quality based on multi-granularity linguistic information: the perspective of regional doctors
| Autor: | Jie Zhao, Wei Lu, Xin-pu Wang, Yunkai Zhai |
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| Rok vydání: | 2020 |
| Předmět: |
China
Telemedicine Knowledge management Computer science media_common.quotation_subject Health Informatics lcsh:Computer applications to medicine. Medical informatics Health informatics Empirical research Physicians Humans Quality (business) Duration (project management) Regional doctors media_common Service (business) Service quality business.industry Remote Consultation Teleconsultation Health Policy Service quality assessment Linguistics Ambiguity Computer Science Applications lcsh:R858-859.7 business Multi-granularity linguistic information Research Article |
| Zdroj: | BMC Medical Informatics and Decision Making BMC Medical Informatics and Decision Making, Vol 20, Iss 1, Pp 1-12 (2020) |
| ISSN: | 1472-6947 |
| DOI: | 10.1186/s12911-020-01155-5 |
| Popis: | Background Due to the increasing complexity in socioeconomic environments and the ambiguity in human cognition, decision makers prefer to give linguistic cognitive information with different granularities according to their own preferences. Consequently, to consider the uncertainty and preferences in the evaluation process, a method based on Multi-Granularity Linguistic Information (MGLI) for evaluating teleconsultation service quality is proposed, which provides a new research direction for scientific evaluation and improvement of teleconsultation service quality. Methods Firstly, this paper explored a service quality evaluation system from the perspective of regional doctors. And then considering the uncertainty and preferences of decision makers, MGLI was used to optimize the index system according to the similarity degree between the linguistic evaluation information and a given linguistic term set. Finally, the empirical research was conducted using Henan Province Telemedicine Center of China (HTCC) as an example to identify the direction for improving the service quality in teleconsultation. Results This study found that the number of consulting rooms, attitude of operators, consultation duration, charges, and attitude of experts are the key factors affecting the quality of teleconsultation service. Conclusions Suggestions for improving the quality of teleconsultation service are put forward in terms of optimizing the allocation of consulting rooms, improving regional doctors’ experience and standardizing charging standards, which provides a new direction for improving the quality of teleconsultation service. |
| Databáze: | OpenAIRE |
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