Online Physician-Patient Interaction and Patient Satisfaction: Empirical Study of the Internet Hospital Service.

BACKGROUND: In China, a form of online health service called the internet hospital became a prominent means of patient care when face-to-face visits were not possible during the COVID-19 pandemic to minimize transmission of the SARS-CoV-2 virus. Patients' internet hospital experiences largely depend on online physician-patient interaction. Yet, little is known about how physicians can improve patient satisfaction by using specific communication strategies online. OBJECTIVE: This study aimed to identify specific communication strategies to help physicians deliver better quality internet hospital services. We also outline recommendations for hospitals to operate internet hospital platforms more effectively. METHODS: A longitudinal data set was collected from an internet hospital platform operated by a top hospital in China. By extracting communication patterns from approximately 20,000 records of online health care services and by controlling the features of service requests, we tested the impacts of response load, more detailed style, and emotional comfort on patient satisfaction. We further explored the effects of these communication patterns in different service contexts. RESULTS: Physicians with a low response load, a more detailed style, and expressions of emotional comfort received more positive patient feedback. Response load did not affect patient satisfaction with free online health service, whereas a more detailed style and emotional comfort enhanced satisfaction with free service. Response load significantly reduced patient satisfaction with paid online health service, while a more detailed style had no effect. Compared with free service, emotional comfort more strongly promoted patient satisfaction with paid service. CONCLUSIONS: The communication strategies identified can help physicians provide patients with a better internet hospital experience. These strategies require hospitals to schedule each physician's online service period more appropriately. In addition, tailoring the strategies to service situations can facilitate more targeted and effective internet hospital service for patients.

Visitor arrivals forecasts amid COVID-19: A perspective from the Asia and Pacific team.

It is important to provide scientific assessments concerning the future of tourism under the uncertainty surrounding COVID-19. To this purpose, this paper presents a two-stage three-scenario forecast framework for inbound-tourism demand across 20 countries. The main findings are as follows: in the first-stage ex-post forecasts, the stacking models are more accurate and robust, especially when combining five single models. The second-stage ex-ante forecasts are based on three recovery scenarios: a mild case assuming a V-shaped recovery, a medium one with a V/U-shaped, and a severe one with an L-shaped. The forecast results show a wide range of recovery (10%-70%) in 2021 compared to 2019. This two-stage three-scenario framework contributes to the improvement in the accuracy and robustness of tourism demand forecasting.