基于行为经济学理论的门诊患者非理性医疗投诉行为研究  

Research on the Outpatient Irrational Medical Complaint Behavior Based on Behavioral Economics

作　　者：张茗语 左根永 李慧[1,2] Zhang Mingyu;Zuo Genyong;Li Hui(Center for Health Management and Policy Research,School of Public Health,Cheeloo College of Medicine,Shandong University,Jinan,Shandong,250012,China;NHC Key Lab of Health Economics and Policy Research(Shandong University),Jinan,Shandong,250012,China)

机构地区：[1]山东大学齐鲁医学院公共卫生学院卫生管理与政策研究中心,山东济南250012 [2]国家卫生健康委员会卫生经济与政策研究重点实验室(山东大学),山东济南250012

出　　处：《中国卫生经济》2024年第7期28-31,共4页Chinese Health Economics

基　　金：国家重点研发计划项目(2020YFC2006500);国家重点研发计划课题(2020YFC2006505)。

摘　　要：近年来,医患关系紧张,医患矛盾不断加剧,非理性医疗投诉事件不断增多,对医院公众形象与医疗法治环境产生了恶劣影响。从行为经济学的视角出发,运用有限理性、社会影响、羊群效应、损失规避、禀赋效应、心理账户等理论对门诊患者非理性医疗投诉行为发生原因进行剖析,构建基于行为经济学理论下的门诊患者非理性投诉行为模型,借鉴框架效应与助推理论为医院减少非理性医疗投诉事件提出对策,助推医疗机构的投诉防范管理。In recent years,the physician-patient relationship has been tense,the physician-patient conflict has been escalating,and the number of irrational medical complaints has been constantly increasing,all of which have a negative impact on the public image of the hospital and the legal environment of medical treatment.From the perspective of behavioral economics,it analyzes the reasons for the occurrence of irrational medical complaints among outpatient patients by applying behavioral economics theories such as bounded rationality,social influence,herd effect,loss aversion,endowment effect,and mental accounting.It constructs a model of irrational complaint behaviors of outpatient patients based on behavioral economics theory,and tries to draw lessons from framing effect and nudge theory to propose countermeasures for hospitals to reduce irrational medical complaints and boost the complaint prevention management of medical institutions.

关 键 词：行为经济学 门诊 非理性 医疗投诉 

分 类 号：R1-9[医药卫生—公共卫生与预防医学] F019.6[经济管理—政治经济学]