患者就医满意度影响因素的实证分析

通过实证研究的方法探讨患者就医体验对满意评价的影响及不同健康认知的患者就医体验对满意评价的影响差异,研究表明:患者就医体验过程中的就医环境舒适性、就医费用合理性、服务态度友善性及诊疗过程质量的规范性都会对患者的整体满意评价有积极的促进作用,而患者就医等待时间体验对患者满意评价影响不显著;进一步地,在考虑患者健康认知与就医体验的交互作用后,就医环境及诊疗质量与健康认知的交互作用对患者满意评价影响显著,而等待时间、服务态度、就医费用与健康认知的交互作用对患者满意评价的影响并不显著。研究结果显示:患者的健康认知会影响患者的满意评价,对于健康认知程度高的患者,其就医体验后的满意评价也高,而对于健康认知程度低的患者,其就医体验后的满意评价相对较低。由此,需要有效提升患者的健康认知,差异化管理不同健康认知程度的患者,提高医疗服务的有效传递,以此实现医患之间的共同满意。

An Empirical Study on Influencing Factors of Patient Satisfaction with Medical Treatment

In this paper, the impact of patient experience on the satisfaction with medical treatment of patients with different health cognitions were explored through an empirical study. The research showed that, in the process of medical treatment, medical environment, medical expenses, service attitude and the quality of diagnosis and treatment had a positive effect on the evaluation of satisfaction, but waiting time had no significant influence. Furthermore, when taking into account the interaction between health cognition and medical experience, the interaction of medical environment, the quality of diagnosis and treatment with health cognition affected the evaluation of satisfaction, while the interaction of waiting time, service attitude, and medical expenses with health cognition had no significant impact on the evaluation of satisfaction. The research results showed that health cognition affected the evaluation of satisfaction; the higher degree of health cognition one patient has, the higher the evaluation of satisfaction, and the lower the degree of health cognition, the lower the evaluation of satisfaction. Thus, hospital managers should improve patients'' health cognition effectively, manage patients with different degrees of health cognition with different methods, and improve the effectiveness of medical service, so as to achieve mutual satisfaction of both doctor and patient.