Telemedicine in China: Effective indicators of telemedicine platforms for promoting health and well-being among healthcare consumers.

Objective: Telemedicine platforms played a crucial role during the COVID-19 pandemic, alleviating issues related to the shortage and unequal distribution of healthcare resources. The purpose of this study is to identify key factors affecting the service quality of telemedicine platforms in China, with the dual objectives of advancing patient wellbeing and informing evidence-based service innovations for industry stakeholders. Methods: To quantitatively assess the impact of these key factors on health and wellbeing from the perspective of healthcare consumers, a total of 25,499 valid online reviews were collected from telemedicine platforms. To establish a service quality evaluation framework, this study proposes a novel approach that combines the Servqual quality assessment model with a CNN-BiLSTM deep learning model enhanced by an attention mechanism. Results: Analysis of the full sample shows that healthcare consumers are most concerned about the quality of services provided by telemedicine platforms, with the most important being the professional competence of doctors, a critical factor for promoting consumer health and wellbeing. The proposed hybrid deep learning approach demonstrates superior performance in sentiment classification accuracy, outperforming conventional methods by 11.11 percentage points. This methodological innovation enables more precise identification of consumer sentiment patterns across service dimensions. Conclusion: The novel quality assessment framework introduced here provides actionable insights for advancing telemedicine platforms, driving progress toward precision healthcare and consumer-centric wellbeing. Furthermore, it enables healthcare consumers to select telemedicine services aligned with their personalized needs.