Using WeChat to solve the three-long and one-short dilemma: insights from a paradigmatic case

Abstract

In this article, a case-based research, aims to find to what extent social media applications such as WeChat can contribute to solving the dilemma of the three-long and 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 WeChat plus outpatient medical services in the Guangzhou Twelfth Peoples 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 patients medical experience, increased the satisfaction of patients and the medical staff, and promoted employees awareness of active service.