基于PZB模型的公立医院医生诊疗行为对患者信任影响理论基础研究

A theoretical study of influence of physician behavior on patients' trust in doctors in public hospital based-on PZB gap model

研究以患者信任和医生诊疗行为相互关系为切入点,PZB(服务质量差距模型)为理论支撑,定性、定量和多中心现场实证研究方法相结合,研究诊疗行为与患者感知、患者满意和患者信任之间的关系。主要研究方法:情景观察法。应用情景观察法必须遵循的重要原则是,观察者应尽量避免与观察对象的实质性接触。当观察对象知道自己的行为被人观察研究时,行为动机常常受到影响,以致发生不符常规及本质的行为改变。因此应用情景观察法首先要考虑的是减少或消除观察对象的反应性行为改变。主要具体内容:1情景观察法描述并分析诊疗行为。通过第三方观察医生与患者接触诊疗过程,并分析其行为内容。2PZB差距理论分析患者与第三方对诊疗相互行为的感知差异。通过诊疗过程中患者和第三方对诊疗行为的评价以及两者间差异分析,获得患者对诊疗行为的真实感知水平。3患者信任度量表衡量患者信任水平。通过患者在诊疗行为中信任度测量,分析患者信任对诊疗行为的影响。

To investigate the relationship between physician behavior and the perception, satisfaction and trust of the pa- tients based on PZB Gap Model. The major research methods included multicenter on-site empirical observation and other qualitative and quantitative trials. The detail contents were as follow ：①The physician behavior was described and analyzed by on-site observation, the diagnosis and treatment process between doctor and patient was observed by the third party ob- server. ②PZB Gap Model was adopted to analyze the perception difference between patients and third party observer through their evaluation on the physician behavior. The real perception of patient for the diagnosis and treatment behavior was touched.③The Impersonal Trust Scale was conducted to assess the trust levels of patients with doctors. By measuring the patient trust during the process of diagnosis and treatment, the influence of patient trust on the treatment behavior was analyzed.