Title: Using WeChat to solve the Three-Long & One-Short dilemma: insights from a paradigmatic case

Authors: Yingfeng Huang; Bráulio Alturas; Gonçalo Paiva Dias; Jiang Hong

Addresses: Instituto Universitário de Lisboa (ISCTE-IUL), ISTAR-Iscte (University Institute of Lisbon), Av. Forças Armadas, 1649-026, Lisboa, Portugal ' Instituto Universitário de Lisboa (ISCTE-IUL), ISTAR-Iscte (University Institute of Lisbon), Av. Forças Armadas, 1649-026, Lisboa, Portugal ' School of Technology and Management of Águeda/Research Unit on Governance, Competitiveness and Public Policies, University of Aveiro, Rua Comandante Pinho e Freitas, 3750-127 Águeda, Portugal ' University of Shantou, Party Secretary and President of Shantou University, Daxue Road, Jingping District, Shantou, Guangdong Province, 515063, China

Abstract: This paper, a case-based research, aims to find to what extent social media applications such as WeChat can contribute to solving the dilemma of 'Three-Long & One-Short' (long waiting time for registration and payment, long waiting time for getting medicine, long waiting time for treatment and short time of diagnosis) dilemma in Chinese large public hospitals. To achieve this objective, the case of implementation of the 'WeChat plus outpatient medical services' in the Guangzhou Twelfth People's Hospital was studied using a SERVQUAL multiphase inventory measurement. It is concluded that social media-based platforms can effectively contribute to alleviating the 'Three-Long' part of the dilemma, but solving the 'One-Short' will need a more holistic approach. It can be seen that the construction of 'WeChat + outpatient service' platform has improved the patient's medical experience, increased the satisfaction of patients and the medical staff, and promoted employees' awareness of active service.

Keywords: hospital information systems; total quality management; e-government; social media; WeChat; China.

DOI: 10.1504/IJHTM.2024.136539

International Journal of Healthcare Technology and Management, 2024 Vol.21 No.1, pp.18 - 30

Received: 13 Jul 2022
Accepted: 16 May 2023
Published online: 06 Feb 2024 *

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