In recent years, with the birth and development of 5G technology, people have paid more and more attention to online consultation. From the perspective of patients, this paper explores the platform’s disclosure integrity, service timeliness, privacy security, and doctor’s qualification reliability, feedback effectiveness, and communication ability based on the SOR theory. Based on the results, suggestions were made to optimize online consultation services, increase the popularity of online consultation, and optimize social resources. The study found that disclosure integrity has a positive impact on users’ financial risks, while privacy security and feedback effectiveness have a negative impact on users’ financial risks. Disclosure integrity and service timeliness have a negative impact on users’ time risk; Privacy security has a positive impact on users’ time risk. Users’ financial risk and time risk have a significant negative impact on users’ willingness to continue using.
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