有限理性视角下患者信任度评价理论模型构建

Theoretical Model Frame Construction for Patient Trust Evaluation Based on Bounded Rationality

患者信任度缺失是我国医患关系日趋紧张的根本原因之一。现有方法多以患者"完全理性"为前提,主要集中于对服务结果的评价,忽略了更具有真实性和深层次的患者信任度评价。以多学科交叉理论研究为基础,遵循理论分析、研究框架构建、实证检验步骤,将有限理性理论与患者信任度有效结合,探索构建了有限理性视角下患者信任度评价理论框架,包括诚实、沟通能力、服务能力、技术能力、关爱、公平、隐私、忠诚、信息支持、整体信任、行为意愿等11个维度,为改善医患关系、提高患者信任度提供了新的研究方向。

Lack of trust in patients is one of the main causes for tension relationship between doctors and patients.Current methods mainly base on“full rationality”of patients,and evaluate the service reslut,which ignores the more authentic and deep level of patient trust evaluation.Basing on the synthesis of several subjects,the theoretical analysis,frame construction,and empirical test was followed with effective combination of bounded rationality and patient trust to establish the patient trust evaluation framework based on bounded rationality,which included 11 dimensions of honesty,communication skills,service skills,technical skills,caring,fairness,privacy,loyalty,information support,overall trust,and behavior intention.It provides a new direction for further in-depth study and practical application on improving the doctor-patient relationship and enhancing patient's trust.