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Objective:To study the key factors that affect patients′ perception among the five dimensional factors of patients′ perceived service quality, and explore how to effectively rebuild patients′ confidence in the process of handling services with quality defects.Methods:A total of 388 12345 work orders from a Beijing stomatological hospital in 2021 were collected. The problems and solutions of patients′feedback were classified and standardized into tangibility, reliability, responsiveness, assurance and empathy. Chi-square test and logistic regression were used to analyze the relationship between relevant factors and problem solving rate, patient satisfaction.Results:There were 513 feedback questions in 388 return visit work orders, with 1.32 items for each. There were 83, 112, 126, 111 and 81 questions in the five dimensions of tangibility, reliability, responsiveness, assurance and empathy; 273 work orders had single-dimension problems, accounting for 70.4%, 105 work orders had two dimensional problems, and 10 work orders had three dimensional problems. Among them, the assurance dimension problem accounts for 47% and 100% of the work orders of two-dimension and three-dimension problems respectively; The proportion of unsolved responsiveness dimension problems was the highest, accounting for 31.7%, and there was a negative correlation between responsiveness dimension problems and patient satisfaction rate( r=-0.709). Conclusions:In the process of medical service, the basic quality and skills of medical staff are the basis of building patient trust. In the process of handling medical services with quality defects, it is most important that quickly respond to patients′ queries, which could help to rebuild patients′ confidence in the quality of services.
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Objective To identify the relationship between patients' trust and their health outcomes and verify the mediator role played by patients' behavioral intention in affecting the health outcomes.MethodsThe 24-item patients' trust evaluation scale customized based on QOC improvement was called into play to measure the extent of trust of 727 inpatients at two tertiary hospitals and 20community hospitals in Shanghai.The patients' behavioral intention scale,life quality scale and patients'clinical effect general scale helped reveal the patients' behavior tendency on their health.RestltsIt is found that patients' trust affects their health outcomes.Furthermore,such trust plays partial mediator role on patients' life quality,and a complete mediator role in affecting the clinical effect.Conclusion Improvement of patients' behavior can result in better health outcomes.For doctors,better trust from the patients can affect patients' behavioral intention,encourage doctor-patient communication and therapy plans for better health outcomes in the end.
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This paper systematically analyzed the concept of patients'trust based on a study of the literatures and compared patients'trust with patients'satisfaction. The conclusion is that patients'trust plays a key role on the quality improvements of medical services.
ABSTRACT
The patient-physician relationship can be understood from the two aspects of patients′ trust and patients′ satisfaction.Compared with patients′ satisfaction,dimensions and attributes of patients′ trust indicate to better match with the measuring capacity of patients.Thus,the evaluation of the quality of medical services based on patients′ trust is justified theoretically.The existing literatures assert that the research on patients′ trust could help understand patient-physician relationship and eventually improve the quality of medical services.The conceptual model in this paper entails the concept,dimensions and attributes of patients′ trust.Also,this paper points out its effect on the measurement of the quality of medical services through the comparison of patients′ trust and patients′ satisfaction.