Table 1 Categories, definitions and examples of online consultations
Categories | Definitions | Examples |
|---|---|---|
First visit | The purpose of the counselee is to seek diagnosis or (and) treatment but without any medical records, diagnosis results or accessory examination reports, etc. | “I’ve got dizziness, fatigue and runny nose. What king of illness do I have?” “What should I do if I have insomnia regularly in the evening?” |
Re-visit | The purpose of the counselee is to seek diagnosis or (and) treatment with any of medical records, diagnosis results or accessory examination reports, etc. | “After the consultation last time, I still feel dizzy and tired.” “Could you please check my most recent physical examination report to see if everything is ok?” |
Health consultation | The counselee wants to simply obtain knowledge about health and medical issues. | “Can I take cold medicine after drinking alcohol?” “When can I have a bath or shower after hysterectomy?” |
Process consultation | The counselee only asks about the procedural steps of the medical service process. | “Does the physical examination require an empty stomach?” “How can I make an appointment for a 3D ultrasound?” |
Irrelevant content | The description of the counselee is none of the above, or exceeds the scope of services provided by this platform or is irrelevant with medicine. | “Have you got married?” “I am just wondering if I can get your phone number.” |