The benefits and challenges of online professional-patient interaction: Comparing views between users and health professional moderators in an online health community

Atanasova, Sara; Kamin, Tanja; Petrič, Gregor

doi:10.1016/j.chb.2018.01.031

Cited by 75 publications

(77 citation statements)

References 44 publications

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“…In summary, satisfaction is a key driver for improving DPR for both doctors and patients. Accordingly, unsatisfactory service experience will lead to poor DPR for both doctors and patients [14].…”

Section: A Computer-mediated Communication Perspective On Poor Dprmentioning

confidence: 99%

“…Effective doctor-patient communication is essential to realize satisfactory service and maintain harmonious DPR [5,37]. On the contrary, undesirable doctor-user communication can cause poor DPR [14]. Extant studies consensus on the use of informational and emotional dimensions to depict the communication processes between doctors and patients [1,17,38].…”

Section: A Computer-mediated Communication Perspective On Poor Dprmentioning

confidence: 99%

“…Although a few studies have paid attention to the dissatisfying experience of mobile healthcare services, they tend to interpret the experience only from the perspective of users [8,12]. While these studies are insightful, a single perspective from users is not adequate, because they missed the perception of doctors which is considered quite different from that of users [13,14].These two literature gaps (namely lacking studies on dissatisfying experience of mobile healthcare services and lacking dual perspectives from both users and doctors) might partly be attributed to the mainstream research method in the healthcare field. Most studies rely on questionnaires and interviews to collect subjective ratings about mobile healthcare services, such as Akter et al (2013) [15], Deng et al (2015) [16], and Wu et al (2018) [17].…”

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confidence: 99%

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confidence: 99%

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The Antecedents of Poor Doctor-Patient Relationship in Mobile Consultation: A Perspective from Computer-Mediated Communication

Yan

Tan

Jia

et al. 2020

IJERPH

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This study aims to understand the underlying reasons for poor doctor-patient relationships (DPR). While extant studies on antecedents of poor DPR mainly focus on the offline context and often adopt the patients' perspective, this work focuses on the mobile context and take both doctors' and mobile consultation users' perspectives into consideration. To fulfill this purpose, we first construct a theoretical framework based on the Computer-Mediated Communication (CMC) literature. Then we coded 592 doctor-user communication records to validate and elaborate the proposed theoretical model. This work reveals that characteristics of mobile technologies pose potential challenges on both doctors' and patients' information providing, informative interpreting, and relationship maintaining behaviors, resulting in 10 and 6 types of inappropriate behaviors of doctors and users, respectively, that trigger poor DPR in the mobile context. The findings enrich the research on online DPR and provide insights for improving DPR in the mobile context. Extant research on mobile healthcare service is emerging, but studies that aim at uncovering the underlying reasons for poor DPRs in the mobile context are still lacking. The majority of previous research tends to focus on the positive experience brought about by mobile healthcare services, such as user satisfaction [10] and the adoption or continuous usage of mobile technology [3,11]. However, the experience of dissatisfied participants is largely ignored. The negative experience is also worth noting because understanding the complaints guide practitioners to improve service quality [8]. Although a few studies have paid attention to the dissatisfying experience of mobile healthcare services, they tend to interpret the experience only from the perspective of users [8,12]. While these studies are insightful, a single perspective from users is not adequate, because they missed the perception of doctors which is considered quite different from that of users [13,14].These two literature gaps (namely lacking studies on dissatisfying experience of mobile healthcare services and lacking dual perspectives from both users and doctors) might partly be attributed to the mainstream research method in the healthcare field. Most studies rely on questionnaires and interviews to collect subjective ratings about mobile healthcare services, such as Akter et al. (2013) [15], Deng et al. (2015) [16], and Wu et al. (2018) [17]. The collected responses are usually inaccurate since respondents are rating events that happened at an earlier time. Besides, it is difficult to match responses from doctors and patients via questionnaires.This work aims to uncover the underlying reasons for poor DPR from dual perspectives of both doctors and users in mobile medical consultation service. To achieve our goals, we first reviewed the literature on Computer-Mediated Communication (hereafter, CMC) in search of theoretical accounts for the poor DPR in the mobile context. The CMC literature focuses on the influence of the fe...

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Section: A Computer-mediated Communication Perspective On Poor Dprmentioning

confidence: 99%

Section: A Computer-mediated Communication Perspective On Poor Dprmentioning

confidence: 99%

mentioning

confidence: 99%

mentioning

confidence: 99%

See 2 more Smart Citations

The Antecedents of Poor Doctor-Patient Relationship in Mobile Consultation: A Perspective from Computer-Mediated Communication

Yan

Tan

Jia

et al. 2020

IJERPH

View full text Add to dashboard Cite

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“…Some countries do not allow people to post health information on social media without authentic reports [19]. Online communal support is also affected by online communication of health professionals with patients [20] and the use of online technology for societal help [15]. We cannot ignore that fear, gossip, and rumors are spread online by some medical experts [21].…”

mentioning

confidence: 99%

Modeling Impact of Word of Mouth and E-Government on Online Social Presence during COVID-19 Outbreak: A Multi-Mediation Approach

Yasir

Ahmad

et al. 2020

IJERPH

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Although social presence plays an essential role under general conditions, its role becomes significant for societal protection during the quarantine period in epidemic outbreak. In this study, we attempted to identify the role of E-government and COVID-19 word of mouth in terms of their direct impact on online social presence during the outbreak as well as their impacts mediated by epidemic protection and attitudes toward epidemic outbreaks. For this purpose, a unique multi-mediation model is proposed to provide a new direction for research in the field of epidemic outbreaks and their control. Through random sampling, an online survey was conducted and data from 683participants were analyzed. Partial least squares structural equation modeling was used to test the relationships between the variables of interest. The study results revealed that the roles of E-government and COVID-19 word of mouth are positively related to online social presence during the outbreak. Epidemic protection and attitude toward epidemic outbreak were found to positively moderate the impact of the role of E-government and COVID-19 word of mouth on online social presence during the outbreak. The key findings of this study have both practical and academic implications. health protection. This phenomenon encouraged us to formulate a theoretical model based on social presence theory and the role of social media to help examine safety and participation in quarantine. The conceptual model is presented in Figure 1.Word of mouth can be defined as "the intention to share a certain story using one's own social media account" [2]. Many researchers proved that communication has more of an impact through social media with regards to different health issues, and message sharing was found to be the best predictor of emotive and passionate response [3]. Online health information is regularly updated [4]. Nowadays, universal and worldwide flow cannot be ignored [5] and search engines are the most effective method to find information [6]. The Internet is also a useful source for people in the medical field for discussions and interactions about medical issues [7]. A nine-year big data study showed that the use of computers projected emotive improvement [8]. From the health protection point of view, many factors were found to affect the dispersal of cancer information, including anxiety, courage, anticipation, and sharing of experience [9].A study proved that the gestation time of infection (corona virus) was assessed at about 2-14 days [7]. So, a research question was raised about protection during an epidemic outbreak. Social media campaigns with complete research frameworks with theoretical and statistical support for these time periods are essentially to protect society during emergencies. To address this need, our research model includes the factors that trigger safety campaigns and the main effects (direct) of direct relations and the association of mediators on online social presence.The literature shows that for different disease management programm...

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Online health information seeking, health anxiety and cyberchondria among men who engage in sexual risk taking: The mediating role of medical consultation about HIV/AIDS

Guo,

Wang,

2024

Community & Applied Soc Psy

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The rapid development of electronic communication technology has brought about a revolutionary transformation in health information seeking and medical consultation. Beyond traditional avenues like seeking assistance from doctors in hospitals, individuals now have the option to engage in online medical consultations, enhancing their ability to manage routine health effectively. However, an overreliance on online medical consultations driven by heightened health anxiety may contribute to the surge in online health information inquiries, a phenomenon positively associated with the emergence of cyberchondria. In the context of China, where HIV/AIDS is socially stigmatised, cyberchondria related to HIV infection becomes particularly noteworthy. This study delves into the potential consequences of online health information seeking (OHIS) with a specific focus on Kongai BBS, a platform catering for individuals with a fear of AIDS. Our research collected data from 309 male users actively participating in the BBS, who had engaged in high‐risk sexual behaviours in the past 6 months. Applying structural equation modelling (SEM), this study examines the intricate relationships between OHIS, health anxiety, online and offline medical consultations, and cyberchondria. The results indicate that online medical consultation serves as a mediator in the relationship between OHIS and cyberchondria, whereas offline medical consultation does not significantly impact this relationship. These findings contribute valuable insights into the interactive dynamics between online and offline medical consultations, offering practical implications for the prevention of HIV infection in China. Please refer to the Supplementary Material section to find this article's Community and Social Impact Statement.

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The benefits and challenges of online professional-patient interaction: Comparing views between users and health professional moderators in an online health community

Cited by 75 publications

References 44 publications

The Antecedents of Poor Doctor-Patient Relationship in Mobile Consultation: A Perspective from Computer-Mediated Communication

The Antecedents of Poor Doctor-Patient Relationship in Mobile Consultation: A Perspective from Computer-Mediated Communication

Modeling Impact of Word of Mouth and E-Government on Online Social Presence during COVID-19 Outbreak: A Multi-Mediation Approach

Online health information seeking, health anxiety and cyberchondria among men who engage in sexual risk taking: The mediating role of medical consultation about HIV/AIDS

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