医院服务等候中信息博弈与患者感知的研究

Research of Information Game and Patient Perception in Waiting for Service in the Hospital

服务等候在各个行业都是普遍存在的现象,医院作为服务的提供方为患者提供医疗服务,但并不是所有的患者都能及时得到服务,需要一定时间的等候,患者在排队等候服务的过程中,由于急于了解病情和外界环境的干扰,情绪上容易激动,进而引起冲突,影响医院的正常工作。因此,了解患者的服务等候感知,对医院的管理和营销有着十分重要的作用,同时也可对医院的诚信建设发挥重要的作用。

Waiting for service in various industries is a common phenomenon.The hospital as a service supplier provides medical services,but not all patients receive timely service and have to wait for a while.During patients waiting in the queue service process,due to the urgency understanding of the disease and the interference by the external environment,they easily get emotional conflicts.As a result,the hospital＇s normal work and reputation are affected.Therefore,understanding the perception of patients waiting for services plays an important role for the hospital＇s management and marketing.