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BMC Medical Informatics and Decision Making
Published in: BMC Medical Informatics and Decision Making 1/2020

01-12-2020 | Telemedicine | Research article

Research on Teleconsultation service quality based on multi-granularity linguistic information: the perspective of regional doctors

Authors: Wei Lu, Xin-pu Wang, Jie Zhao, Yun-kai Zhai

Published in: BMC Medical Informatics and Decision Making | Issue 1/2020

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Abstract

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.
Appendix
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Metadata
Title
Research on Teleconsultation service quality based on multi-granularity linguistic information: the perspective of regional doctors
Authors
Wei Lu
Xin-pu Wang
Jie Zhao
Yun-kai Zhai
Publication date
01-12-2020
Publisher
BioMed Central
Keyword
Telemedicine
Published in
BMC Medical Informatics and Decision Making / Issue 1/2020
Electronic ISSN: 1472-6947
DOI
https://doi.org/10.1186/s12911-020-01155-5

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