患者对医生服务不同维度的感知研究

Different dimensions of Patients' Perception to Doctors' Service Attitude

目的研究患者对医生服务不同维度的感知,为推动医患和谐关系,改进医院服务质量,提供可参考的理论依据。方法通过采用国内外使用广泛的量表,经本地化处理且在国内多家医院试用的患者体验量表,和修燕等开发的《患者感知医生服务态度及影响因素调查问卷》进行调查分析,采用单因素t检验、等级相关分析和多元线性回归的分析方法。结果在沟通维度方面,医疗费用呈负相关;在负责维度方面,治疗性价比替代了环境因素进入回归模型;在移情维度方面,性价比、报销、就诊环境进入了移情维度线性模型。结论我们通过服务态度不同维度的患者满意程度,来探讨各维度对服务态度的影响,以此了解患者感知服务态度各维度与医疗服务质量及医患关系的影响,有助于进一步营造良好的医患和谐就诊环境。

Objective To study different dimensions of patients perceiving service attitude , put forward suggestions to the harmonious doctor-patient relationship and enhance hospital service quality. Methods A measurement tool for patients perceiving service attitude quality from another study is adopted. Many hospitals used this tool to do the research of this field. For this tool,some changes were made according to the true situations. Influencing factors of patient perceiving service attitude were analyzed through single factor and multi-factor method based on the questionnaires. Results Communication ways were negatively correlated with health care costs. In doctors＇ responsibility, cost-effective treatment took place of environmental factors into the regression model. In terms of empathy dimension, price and reimbursement, medical circumstances entered the empathy dimension linear model. Conclusion Through the different dimensions of patient satisfaction with the service attitude, influencing factors about service attitude were found, which would help to make a good relationship between doctors and patients.