Research on the variations of patient perceived value and responsive service strategy / 中华医院管理杂志

ABSTRACT

Objective To explore the differences of presonal backgrounds of patients on their perceived value and service strategy for such patients.Methods Based on a literature review,the survey data of patient perceived value of ten hospitals from 2011 to 2013 were selected for an analysis of typical influences on their perceived value incurred by their background characteristics.Results The patient perceived values of the highest attention were functional value(3.91 in average)and emotional value(3.92 in average);regular changes toward these two values were found among patients of different backgrounds.Comparatively patients tend to demand higher emotional value featuring outpatient visit,minor symptoms,females,youths,higher education background and high income.Conclusions Medical institutions are expected to clarify their value positioning,and provide based on such differentiated services to their patients in view of the characteristic backgrounds and medical visits,thus improving the perceived value of their patient population in general.