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Background Follow-up is a necessary step in the management of chronic disease patients. Cloud follow-up as a new form of follow-up may improve the quality of follow-up. However, there is currently a lack of patient-oriented evaluation tools for cloud follow-up service quality. Objective To develop a scale for evaluating the service experience of chronic disease patients in cloud follow-up and to examine its reliability and validity, in order to provide a tool for evaluating the quality of cloud follow-up services. Methods Guided by the service quality evaluation model, the scale was developed by using methods including literature review, semi-structured interview, expert consultation. During August to October 2022, a survey was conducted among chronic disease patients (n=480) discharged from a tertiary hospital and lived under the network of a community service center in Hangzhou, China. Item analysis and tests of reliability and validity were test on the developed scale. Results The developed scale for evaluating the service experience of chronic disease patients in cloud follow-up had 37 items distributed in 5 dimensions. Patients' perceptions and expectations to each item were evaluated simultaneously. The overall Cronbach's α coefficient of the developed scale was 0.962, with split-half reliability of 0.732 and test-retest reliability of 0.844. The content validity index of the scale was 0.980. The correlation coefficient between the scale and satisfaction scores was 0.754 (P

Background The integrated medical-elderly-nursing (IMEN) services are promising to be very effective in addressing healthcare problems in multiple chronic disease patients in an aging society, but the quality of the services has been less focused. Objective To identify the factors associated with community-dwelling chronic disease patients' experience of IMEN services, so as to provide a reference for improving the quality of IMEN services and the experience of this group. Methods From June to September 2020, a questionnaire survey was conducted with a convenience sample of 525 community-dwelling chronic disease patients with IMEN services selected from Hanghou, Zhejiang Province, to collect their individual characteristics, process of IMEN services, and experience of IMEN services. The Chinese version of SERVQUAL developed based on the GAP Model of Service Quality was used to measure the discrepancy between patients' expectations for IMEN services and their perceptions of the services. With referring to the structure-process-outcome model, a structural equation model was developed, assuming that the features of IMEN services (process factors) were influenced by patients' individual characteristics (structure factors) , and both of them affected patients' experience of IMEN services (outcome factors) . Results The total average score of feeling and expectation of IMEN services for community patients with chronic diseases in Hangzhou was (5.14±0.44) , (6.80±0.01) , and the total average score of the gap between feeling and expectation was (-1.65±0.44) . Multiple linear regression analysis showed that gender, monthly income, payment method of medical expenses, number of illnesses suffered, prevalence of changing the service team, service items and number of service delivery patterns were associated with the discrepancy between patients' expectations for IMEN services and their perceptions of the services (P

BackgroundIt's necessary to pay urgent attention to the quality of the integration of medical treatment-nursing-rehabilitation in the service promotion process, especially the evaluation from the perspective of patients is lacking.ObjectiveTo investigate patients' perspective on the quality of integration of medical treatment-nursing-rehabilitation for chronic disease patients in the community in Hangzhou, to provide help for improving the quality of such services.MethodsA questionnaire survey was conducted from June to September 2020 with 550 chronic disease patients selected by convenient sampling method from the service population of 10 community health centers in five major urban districts (Jianggan, Gongshu, Xihu, Shangcheng, and Xiacheng Districts) of Hangzhou, Zhejiang Province, for collecting their general demographic information, and diseases and treatment-related information, as well as experience of receiving integration of medical treatment-nursing-rehabilitation (using the Chinese version of SERVQUAL Scale consisting of effectiveness, responsiveness, reliability, communication and empathy) .ResultsA total of 525 (95.5%) of the respondents returned responsive questionnaire. Among 525 patients with chronic diseases, 165 (31.4%) were satisfied with integration of medical treatment-nursing-rehabilitation. The patients' total average score of the service perception (5.14±0.44) did not reach their expected level (6.80±0.01) . From high to low the scores of each dimension were reliability (5.69±0.87) , effectiveness (5.43±0.85) , empathy (5.13±1.81) , communication (4.86±1.53) , responsiveness (4.77±0.98) . There was tiny difference among the scores of each dimension of the service expectation. The largest gap between perception and expectation was responsiveness (-2.01±0.14) and the smallest was reliability (-1.11±0.17) . Excluding the 20 "other" respondents in the satisfaction survey, a total of 505 respondents were analyzed by Spearman rank correlation. The results showed that the patients' service satisfaction was positively correlated with the service perception level in terms of total average score (rs=0.741, P

In these years, the service industry in China has seen rapid development, while the consumption level and dressing idea of consumers have witnessed constant changes. Suits, as a common clothing category in most workplaces, have been favored by large number of consumers, and have also presented a development trend of customization, leisure and diversification because of their broad shape, wide applicability, comfort and good body modification effect. However, suit customization in China is still in the development stage presently, and there is a big gap between the provision of suit customization services and consumers’ consumption experience needs. The purpose of this paper is to have a further study of consumers’ needs for suit customization, and improve the matching degree between consumers’ expectation and actual experience in suit customization to offer better suit customization services. Based on the Kano model, from the perspective of consumer demand, we analyzed the factors that affect consumer customization experience and discussed the optimization strategy of suit customization service. First of all, we analyzed the traditional suit customization process and digital suit customization process, extracting 62 initial concepts related to suit customization. Interviews and focus group discussions method were adopted to research six experienced users in garment customization and six users without garment customization experience, obtaining nine demand categories and 38 demand factors of suit customization. Secondly, we conducted expert interviews to extract 22 demand factors from the 38 demand factors mentioned above. Then, the questionnaire was designed by combining the demand factors with the Kano model, and the Better-Worse coefficient was introduced to analyze the survey results. By establishing the Better-Worse quadrant distribution diagram, the importance ranking of the the 22 demand factors was obtained. According to customization experience, gender, monthly income and age, the research groups were divided into four categories, and the priority ranking of the 22 customization demand factors in different types of user groups was discussed. The results show that users with customization experience pay more attention to offline customization services than those who without customization experience. Male users attach more importance to the practicality and convenience of customization services, while female users consider that the diversity and privacy of customization services are more important. The users whose monthly incomes are less than RMB 10 000 pay more attention to the integrity of the service; however, the users whose monthly incomes are more than RMB 10 000 attach more importance to the efficiency and private specificity of customization services. The users under the age of 35 pay more attention to the integrity and the detailed experience of the service, while users aged above 35 attach more importance to the pertinence and effectiveness of the service content. In general, the information introduction before customization, such as the introduction of customization cases, customization process and body-measuring service, is the primary factor affecting user satisfaction. The content of suit customization, such as fabric introduction, clothing style, and personalized options, is the critical factor affecting user satisfaction. In addition, free repair within seven days and other after-sales service are essential factors affecting user satisfaction. Studying the suit customization service demands of different user groups and the importance ranking of demand factors can inspire enterprises to improve the content and service process of suit customization, so as to improve the customization experience of consumers. In follow-up research, the price factor of suit customization should be included in the research scope, the research channels should be expanded online and offline simultaneously, and sample quantity of different types of user groups should be balanced well. Meanwhile, we will strengthen comprehensive research and analysis, enrich and consummate users’ customization demand factors to offer more thorough reference for suit customization services. [ABSTRACT FROM AUTHOR]