Purpose

The purpose of this study is to identify patient experience unique to online pharmacy services (OPS) based on the characteristics of OPS (i.e. interactivity and virtuality) and to reveal how patient experience is derived from OPS and thereby enhances patient adherence from both online social support and patient experience perspectives.

Design/methodology/approach

The Stimulus-Organism-Response framework was used to conceptualize this study; both primary and secondary data for 296 validated participants were collected on a real OPS platform. A structural equation modeling approach combined with partial least squares was employed for the quantitative analysis.

Findings

Social presence and user engagement can be identified as patient experience in the OPS context; online emotional support has a stronger association with patients' social presence than it does with patients' user engagement; patients' social presence has a stronger association with their medication adherence than it does with diet adherence, while patients' user engagement has a stronger association with their diet adherence than it does with medication adherence; patients' medication knowledge negatively moderates the relationship between user engagement and diet adherence.

Originality/value

This study identifies patient experience in accordance with unique characteristics of OPS, and it reveals the nuanced underlying mechanisms by which online social support is associated with patient experience and by which patients' experience is associated with their adherence. This study enriches the literature on patient adherence, patient experience and OPS, providing insights for healthcare providers, OPS designers and policymakers.

中文翻译：

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平衡在线药房服务以提高患者依从性：刺激-生物-反应视角

目的

本研究的目的是根据 OPS 的特征（即交互性和虚拟性）确定在线药房服务 (OPS) 独有的患者体验，并揭示患者体验如何从 OPS 中衍生出来，从而提高患者从在线社交支持的依从性和患者体验的观点。

设计/方法/方法

刺激-有机体-反应框架用于概念化这项研究；在真实的 OPS 平台上收集了 296 名经过验证的参与者的主要和次要数据。采用结构方程建模方法结合偏最小二乘法进行定量分析。

发现

社交存在和用户参与可以被识别为 OPS 环境中的患者体验；在线情感支持与患者的社会存在感比与患者的用户参与度有更强的关联；患者的社交存在与他们的药物依从性比与饮食依从性有更强的关联，而患者的用户参与与他们的饮食依从性比与药物依从性有更强的关联；患者的用药知识消极地调节了用户参与度和饮食依从性之间的关系。

原创性/价值

本研究根据 OPS 的独特特征确定了患者体验，并揭示了在线社会支持与患者体验以及患者体验与其依从性相关的微妙潜在机制。本研究丰富了关于患者依从性、患者体验和 OPS 的文献，为医疗保健提供者、OPS 设计者和政策制定者提供了见解。