線上醫療諮詢平台之使用者標籤屬性分析研究

Abstract

越來越多的健康資訊尋求者透過網際網路尋求專業醫療人員的協助，以獲得豐富多元的健康醫療資訊。然而，縱使線上醫療諮詢服務再便利，專業醫療人員回答之專業醫療術語與一般民眾之自然語言產生的隔閡一直是尋求者搜尋資訊之障礙原因。此外，透過尋求者之搜尋行為亦發現其主要以一般搜尋引擎尋求健康資訊，甚少會直接從線上醫療諮詢平台查詢。

故本研究欲透過社會性標籤有助於瞭解健康資訊尋求者對於專業醫療資訊認知的特性，徵集25位21至30歲有健康資訊需求的線上健康資訊尋求者，蒐集尋求者標記線上醫療諮詢平台上問與答之標籤，其研究方法以「標記線上醫療諮詢問答任務」輔以訪談法蒐集標籤，並且以由下而上之方式歸納健康資訊尋求者所產生之標籤內容，探討線上醫療諮詢問答之標籤屬性，建立健康資訊尋求者對於線上醫療諮詢問答之知識框架。期望將研究結果作為未來發展線上醫療諮詢平台分類檢索系統之依據，提升健康資訊尋求者至線上醫療諮詢網站查詢資訊之意願。

研究結果發現健康資訊尋求者標記線上醫療諮詢問答之標籤內容有六大屬性，包括:「有健康問題之人物」、「問題描述」、「提出具體之問題」、「回答者之回答內容」、「健康資訊尋求者對於醫療諮詢問答內容之觀點」以及「健康資訊尋求者閱讀醫療資訊問答前後之情緒反應」。其中問答特性內容為健康資訊尋求者在提問中會提及「有健康問題之人物」以及「問題描述」，並且「提出具體之問題」希望能獲得健康資訊，並且於「回答者之回答內容」提及專業醫療人員提供的健康資訊；「健康資訊尋求者對於醫療諮詢問答內容之觀點」發掘健康資訊尋求者注重回答者的回答內容、對原提問者提出的問題、健康資訊尋求者閱讀問答後對於病症和病症處理的認知和行為上具有影響，以及認為醫療諮詢問答網站應注重網站的易用性、功能性以及隱私性；「健康資訊尋求者閱讀醫療資訊問答前後之情緒反應」則發現其情緒來源為針對病症、病症處理、原提問者或其親友以及回答者回答之內容，針對病症、針對病症處理以及針對原提問者或其親友之情緒反應屬於負面情緒，而針對回答者的處理方式、語氣、用字遣詞、詳細程度等產生正面和負面情緒反應；除此之外，透過標籤亦瞭解健康資訊尋求者尋求線上醫療諮詢問答使用之分類詞彙特性有「就診科別」、「人口特性」、「問題描述」，以及「健康資訊尋求者提出具體之問題」；而檢索詞彙特性則有「人口特性」、「問題描述」，以及「健康資訊尋求者提出具體之問題」。

基於上述結果，本研究建議健康資訊尋求者應盡可能提供詳細清楚之病症資訊，以提供清楚明確的資訊給予專業醫療人員參考，有助於回答者對於病症的判斷和解釋；建議專業醫療人員，應於網站上詳列個人資料並註明專業學科背景和頭銜名稱等，提供健康資訊尋求者瞭解提問對象的依據，並且在回答問題時顧及尋求者的健康情況及情境等具備同理心，盡可能仔細回答，並且保持客觀態度，注重回答問題的語氣、用字遣詞、標註資訊來源，以及文字排版的方式等，提升尋求者對專業醫療人員回答內容的理解度和信任度，亦可增加其從回答中獲得信心和安慰，協助健康資訊尋求者後續之醫療行為；建議線上醫療諮詢平台發展分類瀏覽及查詢功能時提供多元且直覺性之分類瀏覽方式、個人資訊篩選功能、提升檢索功能、提供相關關鍵字參考以及網頁設計以尋求健康資訊為目的應簡單明瞭且平台應注重隱私管理。期望研究結果能促進線上醫療諮詢平台之醫病關係，降低醫病互動的模糊性與不確定性，並且作為線上醫療諮詢平台發展分類瀏覽及查詢功能之實際運用，提升線上醫療諮詢平台查詢資料之便利性。

Health information seekers (HI seekers) are increasingly depending on online health consultation from health professions for diverse health information. However, even though it easy to ask health questions via online health consultation service, it is difficult to understand medical terminology for HI seekers. Besides, the information seeking behavior studies show that HI seeker use general search engines as their way for finding health information instead of online health consultation.

With the social tag playing an important role in helping HI seekers searching and browsing health resources, this study recruited 25 HI seekers, age ranged from 21 to 30, collecting questions and answers tags on online health consultation, and the tags are analyzed by botton-up. The research purpose is to investigate health Q&A hoping contribute to online health consultation, and build up the ontology of health Q&A from HI seekers. Expecting the research can be the foundation of the health catagories and searching function, and promote the willing to use online health consultation for HI seekers.

Based on the analysis, health Q&A attributes consists of 6 layers: people who have health question, question description, citing concrete question, answer’s content, view of HI seekers, emotion of HI seekers. When HI seekers ask the question, he may mention the term such as “people who have health question” and “question description”, then HI seekers will propose a “concrete question”. “answer’s content” is the information from health professions. “View of HI seekers” explains the fact that HI seekers concern about answer’s content, raising questions for the asker. There is affect on medical cognition and behavior action of HI seekers when they read health Q&A, and consider online health consultation should concern with usability, functionality and privacy of website; “affective of HI seekers” excavate that the affective originate from the disease, treatment, asker and answer’s answer content. It is negative affective from the disease, treatment, asker, and it comes positive or negative affective base on answer’s answer content. Furthermore, the tags from HI seekers show that category terms of health Q&A consists of 4 layers: treatment divisions, demographic, question description, concrete question; retrieval terms consists of 3 layers: demographic, question description, concrete question.

Depend on the research finding, suggestions for HI seekers should offer detailed and clear information about health condition, it will healp health professions to reply the questions；suggestions for health professions should build up the expertise information well on website, and concern with HI seekers’s health condition and situation, when answering the questions should focus on speak attitude, words choice, note reference, and text composition. It can increase the intelligibility and the trust, earn the confidence and the consolation from health professions for HI seekers; suggestions for developing browsing catagories and searching fuction can offer diverse health catagories, individual information filter, promote search function, offer relevance keywords, and design website should easy to search health information and emphasize on privcy. Expecting the result reduce the ambiguity and uncertainty between physician and patient, and promote the physician-patient relationship on online health consultation. In addition, as practical application of health information category and search that it can progress usability of online health consultation.