影响患者满意度的医疗诊谈模式

Studying on the mode of medical diagnostic communication influencing patients' satisfaction

医疗诊谈是医生在接诊过程中进行的医患沟通过程,其服务质量与患者满意度呈显著正相关。文章将系统介绍一种诊谈模式,该模式按照时间先后顺序将医疗诊谈活动分为最初接诊、获取患者信息、展现同理心、结束诊谈4个沟通环节,旨在帮助医务工作者和医疗服务机构有效改善医疗服务质量,提高患者满意度。

Medical diagnosis is a process of doctor-patient communication carried out in clinical reception. The quality of which is positively related with patients＇ satisfaction. The mode of medical diagnostic communication was systematically discussed to improve the quality of medical services and patients＇ satisfaction, which was divided into four stages as clinical reception, informa- tion acquirement, empathy demonstration and termination.