Study On Medical Service Management Based On Patient Experience And Patient Participation

With the changing of medical service pattern and the development of market economy,the demand for medical services is getting higher,and the patient experience has captured more attention by the medical industry.At the same time,patient participation is also considered as an important part of quality medical service.Good patient experience and patient participation can improve patient cooperation,reduce medical cost,improve good medical treatment,enhance patient satisfaction,and further enhance patient loyalty.The choice behavior of patient has a direct impact on the efficiency of medical resources.The study on the medical behavior of patients can further detect and improve the patient satisfaction and patient trust,which is beneficial to the development of medical supply.Therefore,the study of how patient experience affect the evaluation of patient satisfaction,how patient participation behavior affect patient trust,how the behavior of patients affect the medical services quality,can improve the rational treatment of patients,allocate the medical resources more rationality,and maximize the social benefits,realize harmonious relationship between doctors and patients,and benign development of medical quality.In this paper,from the perspective of patient,we study the evaluation of patient satisfaction based on patient experience,we also study the choice behavior of patient and the doctor-patient trust problems.The content of the study enrich the existing patient satisfaction theory and behavioral theory.The main contents are as follow:1.Study on the influence of outpatients on hospital satisfaction evaluation from the perspective of patient experience.We analysis patient experience from two dimensions,namely patient cognitive experience and patient emotional experience.Furthermore,the two dimensions are divided into 5 aspects,27 concrete items,with the work of hospital survey,and the use of structural equation model,we study the satisfaction evaluation of patient.The results showed that the experience of the medical environment,the experience of diagnosis and treatment quality,the experience of medical expenses,the experience of service attitude,all share significant positive effect on satisfaction evaluation.However the experience of waiting time has no significant influence on satisfaction evaluation of the patient,further we give the explanation of the medical service management practice.2.Study on the relationship between patient trust and behavioral intention from the perspective of patient participation.Patient participation behavior is analyzed from three dimensions,namely the information search behavior,the doctor-patient communication behavior,and the safety responsibility behavior.Furthermore,we study the relationship of patient participation behavior,patient trust and patient intention.The study shows that the doctor-patient communication behavior has a positive influence on patient trust,but the information searching behavior has no significant influence on patient trust,and patient trust further has positive influence on re-seeking behavior of patient.In addition,the patient participation behavior effect on patient behavioral intention is conveyed by the role of the patient trust,and patient medical behavior will affect the positive recommend of others.3.Study on the choice behavior of medical institutions based on patient characteristics.We analysis the influence factors about medical choice behavior of patient,we both consider the patient factors and the medical service attributes factors,with the help of technical quality and functional quality of the medical service.Using the discrete choice model,we construct patient decision tree,fit the nested logit model and conduct robustness test.The study shows that,the “healthy cognition”of patient have a prominent effect on the choice of patient medical institutions,the function quality of the medical has captured greater attention by patient through time.4.Study on medical service management based on the patient medical behavior.Using quadrant analysis and control chart analysis method,we analysis the relationship of patient experience,patient participation,patient medical choice behavior and patient satisfaction.Then we propose suggestion of medical service quality improvement.Quadrant analysis shows that with different quadrants,we need to conduct different strategy to management.Control chart analysis shows that,through effective monitoring of the patient unsatisfied abnormal points,the quality of medical service is improved.Patients can form a satisfactory evaluation when they experience good medical treatment,and further enhance their trust to the medical service quality,thus can enhance cause the attitude and behavioral loyalty,which make them positive public praise,then promote their medical re-seeking behavior,thereby forming a healthy medical service improvement chain.Finally,we summarize main research results of this paper,along with the limitations of this paper and the future research of which can be extended.