| Improving doctor-patient relationships in mobile healthcare service: Evidences from the remote consultation process in China |
Received:October 14, 2017 Revised:October 14, 2017 |
Key Words: Doctor-patient relationships, work alliance, remote consultation, mobile healthcare service |
| Author Name | Affiliation | | Mengling Yan* | School of Economics and Management, Beijing University of Posts and Telecommunications | | Hongying Tan | School of Economics and Management, Beijing University of Posts and Telecommunications | | Jingshuang Zhang | School of Economics and Management, Beijing University of Posts and Telecommunications | | Rou Wen | School of Economics and Management, Xinyu University |
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Abstract: |
| While research on mobile healthcare service are on the rising, few focus on improving doctor-patient relationships by taking dual perspectives from doctors and patients. Guided by grounded theory, we coded 134 communication records between patients and doctors that are labelled as “dissatisfied” from a leading Chinese mobile healthcare application. We find that absence of well-founded diagnosis, absence of targeted answers, and absence of empathy for patients are the most evident causes of poor DPRs from the patients’ perspective, and excessive expectations, trust crisis, and absence of comprehensive description of symptoms are the most evident causes from the doctors’ perspective.
Key words: Doctor-patient relationships, work alliance, remote consultation, mobile healthcare service
Methodological Area: Qualitative |
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