Towards an Integrated Online-Offline Healthcare System: Exploring Chinese Patients' Preferences for Outpatient Follow-Up Visits Using a Discrete Choice Experiment

Public hospitals in China are working to build an integrated online-offline healthcare system that combines telehealth and traditional healthcare to better serve patients. This study aims to explore Chinese patients' preferences for online versus offline outpatient follow-up visits after the COVID-19 pandemic and to inform healthcare providers in designing optimal service delivery programmes. A discrete choice experiment was designed to elicit respondents' stated preferences. A total of 311 valid respondents were recruited. Analysis of the full sample showed that respondents preferred traditional, offline outpatient follow-up visits. Nevertheless, a class of respondents was identified who preferred online outpatient follow-up visits. Our results show that Chinese patients are currently generally cautious about online outpatient follow-up visits since there is proportion of potentially targeted patients who stated a preference for online visits while the overall preference is still offline, in-person follow-up visits. Online outpatient follow-up visits could be attractive alternatives to traditional visits if they could meet potential users' preferences for shorter waiting time for appointments, lower service cost, and continuity of follow-up visits. This study also suggests that it is necessary and worthwhile for healthcare providers to further explore the optimal integration of telehealth services with traditional healthcare.