公共管理与政策评论 ›› 2017, Vol. 6 ›› Issue (2): 60-69.

• 决策参考 • 上一篇    下一篇

医疗服务的接触效应——基于医患信任的中介机制分析

  

  • 出版日期:2017-06-20 发布日期:2017-02-25

  • Online:2017-06-20 Published:2017-02-25

摘要:

基于中国综合社会调查(CGSS)中新医改后2011年共5544个有效样本数据,从接
触效应理论与信任理论出发,分析具有“看病难、看病贵”显著标签的医疗服务是否会产生接触效
应及其认知机制。经过数据分析发现,西医门诊与住院两种医疗服务具有接触效应;中医门诊医疗
服务不存在接触效应;医患信任在住院就医经历与医疗服务满意度之间具有完全中介效应,在西医
门诊就医经历与医疗服务满意度之间具有部分中介效应。为此,应增加医患之间的群际接触频率以
促进接触效应的产生从而提高医疗服务满意度;以拟亲化提高患者对医方的信任意愿,以制度等多
举措提高医方服务能力与服务善意的可信任性。

关键词: 医疗服务接触效应, 满意度, 医患信任

Abstract:

Based on the data of 5544 valid samples from CGSS in 2011,Analysis of "medical trouble" and "medical expenses expensive" medical services will have a contact effect and its cognitive mechanism.Data analysis found that, Western medicine clinic and Hospitalization have contact effect. Chinese medicine clinic has no contact effect.There is a mediating effect between the medical treatment experience and the medical service satisfaction, and there is a partial mediating effect between the medical experience and the satisfaction of the medical service.Therefore,Increase the frequency of inter-group contact between doctors and patients to improve the satisfaction of medical services; through the change of relatives to improve the patient's willingness to doctors, through the system and other measures to improve the ability and goodwill of medical services trustworthiness.

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