：随着我国互联网产业的高速发展与设施建设的不断完善，“互联网 +”应用已进入新的发展阶段，“互联网+”医疗服务成为技术探索的一个 重要分支。“互联网+”医疗服务一方面契合了我国当前“分级医疗、急慢 分治、双向转诊”的医疗战略，满足广大患者日益多样化和规模性新增的 医疗需求，另一方面则为后续发展精准诊疗、远程协作、智慧医院提供了 技术支撑，具有重大的社会意义与普及价值。本文选劝互联网+远程会 诊”作为切入点，对现阶段“互联网+”医疗服务应用展开讨论。研究发 现目前“互联网+远程会诊”应用存在诸多问题，同时，现有研究成果对 于“互联网+”医疗服务实际的运行环境与患者诊疗体验缺乏专业医学背 景和临床使用的反馈数据，使用单一的疾病评测功能量表或是患者体验测 量工具必然产生诊断偏差。而侧重于研究用户感受的服务内容，或是仅仅 分析人机交互效果及流量转化数据的应用研究，必然存在放大医疗服务中 的商品属性，偏离医疗救助服务本质的问题。尤其当前我国远程医疗工作 尚处终端应用普及并匹配服务的初期阶段，必须避免与“互联网医疗”概 念的混淆。因此，研究工作需要对各学科理论应用与发展现状保持客观的 研究立场，探讨真正契合我国社会医疗需求的专业配置服务的整体方案， 从提升用户体验的维度探究“互联网+远程会诊”策略的优化措施，聚焦 医疗救助的最终目标，更好的解决我国现阶段医疗战略实施过程中出现的 问题，并用以提升服务效率，有效释放和配置医疗资源，确保实现其应用 II 价值。 本文以解放军总医院为例，从作为交叉学科的综合性应用策略的研究 思路出发，基于用户体验理论，对“互联网+远程会诊”应用用户的体验 过程进行深度研究，就关键环节与内容进行问卷调查与互动访谈，发现解 放军总医院“互联网+远程会诊”应用在用户体验上存在四大问题，即患 者参与前期多不了解、预期与实际体验不衔接、科室范围局限、治愈诉求 无法解决。而究其原因，主要在于缺少前置性信息推广工作、欠缺体验功 能开发、未从用户角度出发配置标准服务、保障制度不健全。研究最终提 出了系统化的提升策略方案，即：升级信息服务战略，提升互联网端用户 体验；优化关系模式，创新战略联盟伙伴型新互动策略；打造高度专业化 管理系统，全面满足病患服务需求；升级远程会诊管理战略，升级优化全 过程各服务环节。以此，希望可以为后续解放军总医院远程会诊工作的改 进提供理论思路与实践指导，同时也为今后此领域中的相关研究提供一定 的创新观点和参考依据。 关键词：远程会诊；互联网+；用户体验提升；远程医疗 III Researchonuserexperiencepromotionstrategyof"Internet+ remoteconsultation"inPLAGeneralHospital LishengYu[MBA] Directedbyprof.XuefengYang Abstract:WiththerapiddevelopmentofInternetindustryandtheoverall progressofsocialconstruction,thetaskofupgradingInternetplushas progressedtoanewstageofmedicaldevelopment.Atpresent,China's medicalstrategyof"gradedmedicaltreatment,rapidandslowtreatment, two-wayreferral"meetstheincreasinglydiversifiedandlarge-scalenew medicalneedsontheonehand,ontheotherhand,itprovidestechnical supportforthefollow-updevelopmentofaccuratediagnosisandtreatment, remotecooperation,intelligenthospital,whichhasgreatsocialsignificance andpopularizationvalue.However,atthisstage,therearemanyproblemsin theapplicationprocess,suchastheparticipationofmedicalstaffwith subjectivethinkingtooperate,thepassiveparticipationofpatients,many problemsaredifficulttobedetectedandimproved,andthelackofobjective evaluationoftheeffectivenessoftheexistingwork,andthereforethereisno waytosolvetheproblemsofsolidification,unevendistribution,information islandandregionallimitationsoftheexistingmedicalresourcesThepractice ofthestrategytendstobepassive.Atthesametime,theexistingresearchis lackofthinkingabouttheactualoperationenvironmentandstrategic IV innovationandupgrading,andthediscussionaboutuserexperiencelacksthe corecontentofprofessionalmedicalinformation.Usingasingledisease evaluationfunctionscaleorpatientexperiencemeasurementtoolwillproduce diagnosticbias,whichisdifficulttoprovidemoreeffectivepracticalguidance. Focusingontheservicecontentofuserexperience,oronlyanalyzingthe applicationresearchofhuman-computerinteractioneffectandtraffic transformationdata,therewillbeproblemsthatdeviatefromthenatureof medicalassistanceservices,andenlargethecommodityattributesofmedical services.Especiallyatpresent,China'stelemedicineworkisstillintheinitial stageofremoteoperationterminalapplicationpopularizationandmatching services,whichmustbeavoidedwiththe"Internet"Confusionoftheconcept of"medicaltreatment".Therefore,theresearchneedstomaintainanobjective researchpositionontheapplicationanddevelopmentofdisciplines,and exploretheoverallplanoftheprofessionalconfigurationservicesthatcan reallyfittheneedsofusersinthewholesociety.Weshouldexplorethe optimizationmeasuresof"Internetplusdistanceconsultation"strategyfrom theperspectiveofenhancinguserexperience,andfocusontheultimategoal ofmedicalassistance,soastoexploretheimprovementoftheservice.The wholestrategycontentcanbettersolvetheproblemsintheimplementation processofthefollow-upmedicalstrategyinourcountryatthisstage,provide theanalysismodeandsolutionsfromtheperspectiveofuserexperience, ensurethefeasibilityofthecomprehensivesupplyofpublicmedicalresources V andthedockingofprofessionalservicesinourcountry,andimprovethe serviceefficiency,effectivelyreleaseandconfiguremedicalresources,and ensuretherealizationofitsapplicationpriceValue. TakingthePLAGeneralHospitalasanexample,startingfromthe researchapproachofcomprehensiveapplicationstrategyasan interdisciplinarydiscipline,basedonuserexperiencetheory,thispapermakes adeepstudyoftheuserexperienceprocessofInternetplusremote consultation,andconductsquestionnairesurveyandinteractiveinterviewson keylinksandcontents.ItfindsthattheapplicationofInternetplusremote consultationinuserexperienceofthePLAGeneralHospitalisbasedonuser experiencetheory.Therearefourmajorproblems,thatis,patientsdon'tknow muchabouttheearlystageofparticipation,expectationsdon'tconnectwith theactualexperience,thescopeofdepartmentsislimited,andthedemandfor curecan'tbesolved.Themainreasonliesinthelackofpreinformation promotion,thelackofexperiencefunctiondevelopment,thefailureto configurestandardservicesfromtheperspectiveofusers,andtheimperfect securitysystem.Finally,theresearchputsforwardthepromotionstrategy,and obtainsthesystematicstrategicplan,namely:upgradingtheinformation servicestrategy,improvingtheInternetenduserexperience;optimizingthe relationshipmode,innovatingthenewinteractivestrategyofstrategicalliance partnership;buildingahighlyspecializedmanagementsystemtofullymeet theneedsofpatients'service;upgradingtheremoteconsultationmanagement VI strategy,upgradingandoptimizingallservicelinksinthewholeprocess.In thisway,wehopetoprovidetheoreticalideasandpracticalguidanceforthe follow-upimprovementofthePLAGeneralHospitalremoteconsultation work,aswellassomeinnovativeideasandparticipationbasisforthefuture researchinthisfield. Keywords: [remoteconsultation][internetplus][userexperience improvement][telemedicine] VII 目录 摘要-----------------------------------------------------Ⅰ Abstract-------------------------------------------------Ⅲ 第1章绪论.............................................................................................1 1.1问题的提出...................................................................................1 1.1.1研究背景...............................................................................1 1.1.2研究目的与意义...................................................................2 1.2国内外研究现状..............................................................................4 1.2.1国外研究现状.......................................................................4 1.2.2国内研究现状.......................................................................6 1.2.3总体评述...............................................................................9 1.3本文的研究策略.........................................................................10 1.3.1研究内容与方法.................................................................10 1.3.2研究难点及解决措施.........................................................13 第2章研究基础...................................................................................15 2.1相关概念..................................................................................