医患互动话语与就诊满意度的关系研究
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1.南京医科大学医政学院;2.南京医科大学第一附属医院

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江苏省重大疾病生物资源样本库


Study on the Relationship Between Doctor- Patient Language and Patient Satisfaction
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the first affiliated hospital of nanjing medical university

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    摘要:

    目的:分析门诊医患互动话语与患者就诊满意度的关系,为改善医患互动质量,提高患者满意度提出合理建议。方法:借鉴国外广泛应用的医患互动分析系统(RIAS)将医患互动中的话语量化,结合患者就诊满意度问卷调查,分析两者关系。结果:医生的生物医学信息索取、患者的信息搜寻程度、患者的社会心理信息给予和积极对话越多,就诊满意度越高。医生的消极对话越多、患者年龄越大,就诊满意度越低。结论:医生在关注患者疾病的同时应加强对社会心理因素的重视,避免消极语言的使用,关注年老患者需求,同时各级政府或医院应加强患者疾病健康知识普及,有利于提高患者就诊满意度。

    Abstract:

    Objective:The relationship between clinic doctor-patient interaction and patient satisfaction was analyzed to put forward reasonable suggestions to improve the quality of doctor-patient interaction and patient satisfaction. Methods: Doctor-patient language were quantified by RIAS which was widely used abroad, the relationship between language and satisfaction was analyzed combining with questionnaire survey on patient's satisfaction with consultation. Results: More doctor’s biomedical information gathering, patient’s information search degree, psychosocial Information giving, and positive conversation are associated with higher patient’s satisfaction, while doctor’s negative conversation and patient’s age are associated with lower patient’s satisfaction. Conclusion: Doctors should pay more attention to psychosocial factors while attach importance to patient's diseases, avoid negative language, and focus on the needs of elderly patients. Meanwhile, governments or hospitals at all levels should strengthen the popularization of disease and health knowledge among patients, which can enhance patient satisfaction.

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  • 收稿日期:2019-04-17
  • 最后修改日期:2019-06-06
  • 录用日期:2020-04-23
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