摘要
介绍期望值管理理论的内涵和外延,重点对患者期望值的影响因素如患者需求、就诊经历和医院声誉进行分析,并提出客观准确评估患者期望值、做好医患沟通交流、注重诊疗服务细节,使医院的服务超过患者的期望值等对策;旨在通过加强期望值管理,提高医疗服务质量和患者满意度,构建和谐的医患关系。
The article briefly introduced the intension and extension of the expectation theory. Further- more, the author detailed the concept of patient expectations, and influence factors such as the demand of patients, patients＇ hospital experience and the reputation of the hospital. The author analyzed the patients expectation and sorting. Some countermeasures were put forward, including evaluating the patients expectation objectively, promo- ting the doctor - patient communication, improving the medical details, and achieving the exceed of patients expec- tation. The purpose is to strengthen the expectation management, which could raise service quality and patient sat- isfaction and build a harmonious doctor- patient relationship.
出处
《解放军医院管理杂志》
2015年第7期612-614,共3页
Hospital Administration Journal of Chinese People's Liberation Army
关键词
医患关系
患者满意度
期望值管理
doctor - patient relationship
patient satisfaction
expectation management
作者简介
吴光哲，女，博士，副主任医师；电话：0476—2364201
[通讯作者]刘宝军，电话：024—28856021
