Hospital Web Quality Multicriteria Analysis Model (HWQ): Development and Application Test in Spanish Hospitals

The Hospital Web Quality Multicriteria Analysis Model (HWQ) is constructed, designed, and validated in this research. For this purpose, we examined the web quality analysis models specialized in hospitals and health centers through a literature review and the most current taxonomies to analyze digital media. Based on the benchmarking and walkthrough methods, the analysis model was built and validated by a panel of experts (X = 3.54, CVI = 0.88, Score Σ = 45.58). To test its applicability and reliability, the model was pilot-tested on the websites of the ten public and private hospitals with the best reputation in Spain in 2022, according to the Merco Sanitario ranking. The results showed very similar web structures divided by specific proposals or sections of some centers. In this regard, this study identifies a general communication proposal in hospitals that does not adapt to the guidelines of screen-mediated communication, as well as a lack of personalization and disruptive storytelling ideation. In addition, the work concludes that Spanish hospitals, for the moment, have not opted for formats and technological developments derived from the possibilities of gamified content, 360° immersion, Virtual Reality (V.R), or Augmented Reality (A.R).