在线问诊平台医患交互模式研究

基于乔哈里视窗理论，从开放区、隐秘区和盲目区三个维度对海量医患交互数据进行聚类与界定，得到5种医患交互模式：沟通不足型、封闭交流型、患者主导型、患者独白型和医患平等型。采用统计分析和会话分析方法进一步研究发现：医生回复时间、患者扩展回答质量、医生回答详尽及明确程度、医患问答的话轮交叠度是不同模式下影响患者满意度的关键因素。最后，从信息质量、会话结构、生命关怀、信任关系四个层面针对三方主体提出建议，以期为提升医患交互质量、构建和谐医患关系、提供优质在线问诊服务提供思路。

Research on Doctor-patient Interaction Model in Online Medical Consultation Platforms

Based on the Johari window theory, a clustering and definition of massive medical interaction data was conducted across three dimensions: open area, hidden area, and blind area. Five medical interaction patterns were identified: inadequate communication, closed communication, patient-dominated, patient monologue, and doctor-patient equality. Further research using statistical and discourse analysis methods found that doctor response time, patient extended answer quality, doctor's thorough and clear answers, and the degree of overlap of doctor-patient question and answer rounds are key factors affecting patient satisfaction under different patterns. Thus, suggestions for the three parties were proposed from four levels of information quality, discourse structure, life care, and trust relationship, aiming to provide ideas for improving medical interaction quality, build a harmonious doctor-patient relationship, and provide high-quality online consultation services.