Research On Service Design To Solve The Problem Of Asymmetric Information Between Doctors And Patients

In recent years the relationship between doctors and patients is very nervous in our country.The contradiction between doctors and patients is a common cause of many factors, one of the important reasons is that the information asymmetry between doctors and patients. The phenomenon of information asymmetry can cause obstacles in the communication between doctors and patients and the communication barriers may also cause a crisis of trust between doctors and patients. Thus leading to misunderstanding in the medical process. Most of the causes of medical disputes are caused by the gradual intensification of the problems in the communication between doctors and patients.In the theoretical part.It is mainly from the three aspects of asymmetric theory, medical system theory and medical service theory. To obtain the theoretical research status at different angles and find some valuable theoretical support to the information asymmetry between doctors and patients.Looking for conditions and opportunities for service design involvement. To ensure that the follow-up research direction can be based on the perspective of service design to ease the phenomenon of asymmetric information between doctors and patients, rather than the reform of the medical system.In the practical part. First of all, research the current situation of domestic hospital, Scope of research are from the decision to go to the hospital until the completion of the hospital to go home. The survey data were classified according to the age and gender of the patients. The main medical procedures are divided according to the service nodes. To understand the specific performance of information asymmetry in different service nodes. To collect patients’ needs in the form of interview with typical patients and refine the requirements. Getting different needs of different types of patients and different needs of the same patient in different medical nodes. Final analysis interview data.At last, Using the theory and method of service design to analyze the main causes of the phenomenon of the asymmetric information between doctors and patients. Constructing the theoretical model of medical information exchange between doctors and patients. Based on "user centric",the concept of service design, to reanalyze the patient needs.Putting the patients’ medical information needs into the medical service nodes to construct the doctor-patient information asymmetry matrix table. Considering the difference of information needs of patients in different medical nodes to establish the level model of medical information needs and describe the characteristics of the model. After constructing the model of different medical service nodes, I find the elements in the process of exchange of information between doctors and patients. Analyzing the relationship between different factors and applying the factor model into a design to verify the stability and reliability of the model. Comparing the new data obtained from the model with the data in the current medical service to make sure the validity of the theory model. The main research results of output are:1. Asymmetric information matrix.2. Level model and model characteristics of medical information demand.3. Three factors model of doctor-patient information exchange.