A study of the Citizen’s Need and Usage of Hospital Websites and Hospital’s Coping Strategies
Date Issued
2003-07-31
Date
2003-07-31
Author(s)
DOI
912416H002010
Abstract
The purpose of this study is, first, to understand (1) citizen’s utilization of
hospital websites, (2) what kind of contents and services citizen want, (3) help
hospital know citizen’s need and expectation to hospital websites, and second, to
explore the hospital’s Coping Strategies. This study included 14 domestic medical
centers’ and regional hospitals’ websites. 1,018 valid on-line questionnaires were
collected from Internet users to understand citizen’s opinions and 138 valid
questionnaires from hospital employees who charge about websites to understand how
they think users feel about their website that, in users’ view, delivers excellent quality
of service and to understand the potential antecedents of hospital website service Gaps,
and the response rate is 46.78%.
Study results from hospital websites users show that there was significantly
difference between respondents’ expected and perceived, and related to family
monthly income, Internet-using time per week, past experience of internet-using,
educational level, the power to make medical seeking decisions and marital status.
Respondents’ intensity to visit hospital website was significantly related to gender,
educational level, occupation, marital status, family member’s hospitalization in the
past six months, past experience of Internet-using, Internet-using time per week,
frequent utilization of care before visiting hospital’s website, and hospital’s
accreditation status. Respondents’ medical utilization and recommending behavior
were significantly related with utilization of care before visiting hospital’s website,
educational level, respondents’ degree of emphasize on website, whether there is any
family member usually seeking medical care, marital status, past experience of
Internet-using, and the location of hospital.
Study results from hospital employees who were in charge of websites show
employees’ perception of users expectation about their website related with
employees’ gender. The potential antecedents of hospital website service Gaps related
with employees’ gender, educational level, position, department, and hospitals’
accreditation status, hospital ownership and location of hospital. The summary of
interview the chiefs of hospital information department, hospitals use website to be a
platform to serve citizens, have multiple citizens’ opinions feedback channels,
disagreement on hospital website’s future. In the content of website, usually the
information department charge with establish and maintain the mainframe, and other
departments charge with departments’ own web pages. Although there were
disagreement on the award of medical websites (hold by DOH), hospitals were
interviewed do not change website design for this award.
4
From all the findings above, this study recommended hospital should use website
to maintain and encourage the relationship between hospital and its own patients. This
study also recommended that hospitals continue attending the award of medical
websites, so as to examine the website’s performance level. Health officers in charge
also might refer to the citizens’ expectation about hospital websites to adopt
prospective action with new on-line functions that hospital websites serve in the
future.
Publisher
臺北市：國立臺灣大學公共衛生學院醫療機構管理研究所
Type
report
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