题　目：Is Pre-consultation Conducted by the Assistant Physician Effective in Improving Online Healthcare Service Quality and Satisfaction?

嘉　宾：唐倩  副教授  新加坡管理大学

主持人：宋婷婷  副教授  上海交通大学安泰经济与管理学院

时　间：2023年05月10日（周三） 10:00-11:30

地　点：安泰经济与管理学院A503

内容简介:

To improve online healthcare quality and efficiency, online healthcare communities (OHCs) enabled the pre-consultation function, in which an assistant physician interacts with the patient to understand and document the patient’s health conditions, medical history, and consultation objectives prior to the formal online consultation with the attending physician. Using detailed service data from a Chinese OHC that tracks patients’ use of pre-consultation in their online consultations, the present study scrutinizes the effect of using pre-consultation on online healthcare service quality and satisfaction. We find that pre-consultation can increase the speed and length of the attending physician’s response, which provides the patient with more informational and emotional support. Despite the improvement in service quality, pre-consultation leads to decreased patient satisfaction with the consultation service, including the attending physician’s response speed, expertise, and attitude. Furthermore, we find that pre-consultation improves service quality by enhancing the professionalism and comprehensiveness of patient case information and reducing information clarification and validation between the patient and the physician, and this effect is not affected by either the assistant physician or team characteristics. Our findings offer important guidance and implications for physicians, OHCs, and healthcare policymakers to improve online healthcare outcomes.

演讲人简介：

TANG Qian is an Associate Professor at the School of Computing and Information Systems, Singapore Management University. She received her Ph.D. in Management Information Systems from the University of Texas at Austin in 2013. Her research interests include social media and social networks, online word of mouth, ecommerce, knowledge creation, and healthcare analytics.

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