Presentation (CTI)

OBJECTIVES: This study reveals the mechanisms influencing patients’ perceived value. Furthermore, by analysing the moderating role of the hassle cost in individual access to healthcare, the study aims to identify high-value scenarios for internet-based consultations.
METHODS: A real-world scenario for a doctor-patient consultation platform was constructed. Patients described their chief complaints to doctors online, providing all available information regarding their condition via video, whilst doctors delivered medical services remotely. The study ultimately included350 valid patients and 33 doctors. Basic medical history information was collected prior to consultation; video recordings were made during consultations; and post-consultation questionnaires were administered to patients .
RESULTS: When other confounding factors are excluded, the degree of consultation completion positively predicts patient-perceived value (β=0.753,P<0.001), with hassle costs acting as a moderator (β=0.120,P=0.018). A non-linear relationship was observed between treatment task completion and patient perceived value, with further analysis revealing a single-threshold effect: when patients’ treatment completion was below the threshold value of 0.780, the effect size was 0.690 (P<0.001), whereas when it exceeded the threshold, the effect size was 2.006 (P<0.001).
CONCLUSIONS: The value of online medical consultations depends fundamentally on whether the doctor has fulfilled the key diagnostic and treatment tasks required by the patient. Furthermore, the generation of patient value is subject to a significant value-added threshold, which depends on the doctor’s actual services meeting the patient’s expectations to a high degree.