情感要素在医疗服务交互中的作用机制  

Research on mechanism of action of emotional elements in medical service interaction

作　　者：尹孔阳[1] 

机构地区：[1]中国医学科学院卫生政策与管理研究中心,北京市朝阳区雅宝路3号100020

出　　处：《中国医院》2013年第6期28-31,共4页Chinese Hospitals

摘　　要：医疗服务属于高度专业化和规范化的一类服务业,它不仅符合服务的一般特性,更与每个人的生命健康息息相关。因此,在医疗服务过程中,顾客体验更加敏感,情感问题也更加突出。通过以国内中南地区某三甲医院的住院患者和员工为样本,进行满意度调查,并从中识别出情感相关的满意度指标项,并划分为"环境、人本和过程"三类属性,然后探讨了三类属性的情感要素在服务交互中的作用过程,最后总结了管理启示,并提出了若干管理策略和建议。Medical service is highly specialized and normalized vector.It not only conforms to the general characteristics of services,but also closely relates to the life and health of everyone.Therefore,in the process of medical service,customers＇ experience is more sensitive,and emotional problems are more prominent.In this paper,the author systematically reviewed relevant studies and took the inpatients and employees of a level-3 Grade A hospital in Central South China as the sample to carry out satisfaction survey,identify emotion-related satisfaction indicators and divide them into three attributes,i.e.＂environment,humanism and process＂,explored the mechanism of the emotional elements of these three attributes in service interaction,and finally concluded management enlightenments and provided several management strategies and suggestions.

关 键 词：医疗服务 行业情感 满意度 

分 类 号：R197.32[医药卫生—卫生事业管理]