医疗服务质量对患者医患关系感知的影响——基于患者满意度的中介效应分析

The Influence of Medical Service Quality on Patients’Perception of Doctor-Patient Relationship:Mediating Effect Analysis Based on Patient Satisfaction

近年来,暴力伤医案件时有发生,医患紧张关系愈演愈烈。在此背景下,本研究引入服务质量理论构建了医疗服务质量影响医患关系感知的中介模型,基于2019年陕西省西安市6家公立医院的调查数据,运用结构方程模型和Bootstrap方法进行了假设检验和中介效应分析。研究发现:(1)医疗服务质量各维度对医患关系感知均有直接影响,患者满意度在医疗服务质量维度与医患关系感知的关系中发挥了部分中介作用;(2)医院繁琐多余的检查与不必要的药品以及患者对医疗服务认识不足与期望值太高均会影响医患之间的关系,从而产生纠纷和矛盾。为此,应进一步优化就医流程,改善就医环境;完善医患沟通制度,提高医师技术水平;加大对基本医疗卫生知识的宣教力度,提升就医体验和满意度。

In recent years,there have been frequent cases of injuring and killing doctors,and the doctor-patient tension has become more and more intense.Therefore,it is of great practical significance to study the influence of medical service quality on the perception of doctor-patient relationship.This study introduces the service quality theory and constructs a mediating model of the effect of medical service quality on the perception of doctor-patient relationship.Based on the survey data of 6 public hospitals in Xi’an,Shaanxi province in 2019,the structural equation model and Bootstrap method were used for hypothesis testing and mediating effect analysis.It is found that each dimension of medical service quality has a direct impact on the perception of doctor-patient relationship,and patient satisfaction plays a partial mediating role in the relationship between medical service quality and perception of doctor-patient relationship.Possible reasons are that cumbersome and redundant hospital examinations and unnecessary drugs,patients’insufficient understanding of medical services and high expectations may affect the relationship between doctors and patients,resulting in disputes and contradictions.Hence this paper makes some policy suggestions such as optimize the medical treatment process and improve the medical treatment environment;improve doctor-patient communication and improve the technical level of doctors;strengthen the publicity and education of basic medical and health knowledge,and improve medical treatment experience and satisfaction.