公立医院社会责任、声誉和患者忠诚模型的构建  

Construction of the Model of Public Hospital Society Responsibility,Reputation and Patient Loyalty

作　　者：徐爱军[1] 张倩[1] 

机构地区：[1]南京中医药大学经贸管理学院,南京210023

出　　处：《医学与社会》2016年第5期55-57,共3页Medicine and Society

基　　金：国家自然科学基金项目;编号为71203101;教育部人文社会科学研究项目;编号为10YJC630300;国家中医药管理局重点学科(中医药管理学)开放基金项目;编号为ZYYGLX-12;江苏省高校优秀中青年教师和校长境外研修计划项目

摘　　要：目的:开发患者视角的医院社会责任测评量表和医院声誉测评量表,研究患者视角下医院社会责任、医院声誉以及患者忠诚之间的影响关系。方法:采用问卷调查法,通过结构方程模型,构建医院社会责任量表、医院声誉量表和患者忠诚量表。结果:实证结果显示保障患者权益责任分别对情感声誉、认知声誉和患者忠诚有显著正向影响,社区支持责任分别对情感声誉和患者忠诚有显著正向影响,认知声誉和情感声誉分别对患者忠诚有显著正向影响。情感声誉在保障患者权益责任和患者忠诚之间起中介作用,情感声誉在社区支持责任和患者忠诚之间起中介作用,认知声誉在保障患者权益责任和患者忠诚之间起中介作用。结论:医院应积极履行社会责任,提高患者忠诚度,提升医院声誉,强化医院社会责任意识。Objective：To develop hospital social responsibility assessment scale and hospital reputation assessment scale from patient perspective, research the relationship among hospital social responsibility, hospital reputation and patient loyalty from patient perspective. Methods：Using questionnaire, we built hospital social responsibility scale, hospital reputation scale and patient loyalty scale through structural equation model. Results：The empirical results showed that protection for patient＇s rights and responsibility had significant positive effects on emotional reputation, cognitive reputation and patient loyalty. Community support responsibility respectively had a significant positive effect on emotional reputation and patient loyalty. Cognitive reputation and emotional reputation respectively has a significant positive effect on patient loyalty. Emotional reputation played an intermediary role between protection for patient＇s right and responsibility and patient loyalty. Emotional reputation played an intermediary role between community support responsibility and patient loyalty. Cognitive reputation played an intermediary role between protection for patient＇s rights and responsibility and patient loyalty. Conclusion：Hospital should fulfill its society responsibility, improve patient loyalty, attach important society responsibility, promote hospital reputation, emphasize the conscious of hospital society responsibility, include it into strategic level.

关 键 词：医院社会责任 医院声誉 患者忠诚 结构方程 

分 类 号：R197.32[医药卫生—卫生事业管理]