门诊服务接触质量对医患关系质量影响机理研究

An Empirical Study of the Impacts of Outpatient Service Encounter Quality on Doctor-patient Relationship

从服务接触视角,构建了门诊服务质量对医患关系质量影响机理模型。对410名门诊患者的问卷调查的结果显示:有形环境接触和服务系统接触均对医患关系质量中患者满意因子产生显著正向影响,而对医患关系质量中的患者信任因子无直接影响,但会通过患者满意间接影响患者信任;医务人员接触对医患关系质量具有显著正向影响,且对患者信任因子的影响强度略高于患者满意因子;医务人员接触对医患关系质量的影响强度最大,其次为服务系统接触,再次为有形环境接触。

From the perspective of service encounter, the mechanism model of the effect doctor-patient relationship quality was established. Through questionnaire survey of outpatients service quality on and empirical analysis of 410 outpatients, the study showed that both tangible environment and service system encounter have significant positive impact on patient satisfaction and indirect impact on patient trust through patient satisfaction. Medical staff encounter quality has significant positive impact on doctor-patient relationship and impact on patient trust was sronger than the patient satisfaction. Medical personnel encounter has the highest intensity of impact on the doctor-patient relationship, followed by the service system encounter, then the environment encounter.