顾客感知服务质量视角下的医患关系改善

Improving the relationship of doctor-patient from the view of customers' perception of service quality

把患者及其亲属定位为医院的顾客,从顾客感知服务质量的角度分析医患冲突的成因,认为患者及其亲属的医学知识不足,对医疗服务质量产生过高的"顾客服务期望",导致"顾客感知服务质量"低于期望值,结果形成了对医疗服务质量的负面评价,是医患关系紧张的重要原因之一。针对以上问题,作者提出通过普及医学知识,使患者及其家属对医疗服务质量产生合理的期望,在一定的医学知识基础上,有能力对医院服务质量做出接近事实的判断,以达到增加顾客满意度,改善医患关系的目的。

Defining patients and their relatives as customers,the cause of collision between doctor and patient will be analysed in this article.Due to the lack of medicine knowledge,the patients and their relatives engender“customer service expectations”strongly resulting in“customers’perception of service quality”being below exception and negative evaluation,which is the most important reason for the problem of doctor-patient relationship tension.This article suggests that the patients and their relatives acquire the elementary knowledge of medicine and judge the service quality in order to enhance the satisfaction of customers.