What do Chinese patients need from their hospitals’ Web sites?

Abstract

This user study aims to find out what Chinese patients want most from their hospitals’ Web sites. With the Delphi technique, two online survey questionnaires were designed to collect data from 183 qualified participants, as a purposive sample, recruited through the snowball sampling method. The study has found that what these Chinese patients need most are interactive tools, authentic and updated information, a clear site structure and user-friendly interface, patient education, and patient privacy protection. They especially desire professionally designed Online Inquiry and Online Appointment tools and relevant high-quality e-health videos. The study concludes that, today, making a hospital Web site relevant to its patients is one of the most efficient ways to market a hospital and to make the hospital stand out among competitors. In addition, Chinese hospitals need to encourage their patients to take advantage of their Web sites. The findings and conclusions in this study have made up the missing pieces in the studies involving Chinese hospital Web site development and provided clear guidance to Chinese hospitals’ future Web development.