A Study On The Impact Of Hospital Services Design Defects On Patients Misbehavior

Patients misbehavior are often occurred during the hospital service in recent years, which results in bad consequence to the hospital, health care professionals and the patients themselves. So research on patient disputes, as well as customers misbehavior causes have an important place to the hospital to reduce the rate of medical disputes and intention patients’ misbehavior.The paper is research from the perspective of hospital services design defect affect the patient consumption emotions to study the formation mechanism of the patients’misbehavior. Explore the connection of service design defect, negative consumption emotions, and patients’ misbehavior. First of all review the theory of service design defects, patients negative consumption emotions as well as patients’misbehavior. First of all review the theory of service design defects, patients negative consumption emotions as well as in patients’misbehavior literature, to grasp the present research situation and clear research directions, secondly build models of hospital service design defect, patients’negative motion and the intention of the patients’misbehavior, proposed assumptions of three dimensions of service design defects and patients with negative consumption emotions and intention of the misbehavior of the patients, patients with negative consumption emotions and the patients’misbehavior intention respectively. This paper adopt experimental method. First research scenarios of experimental materials and questionnaire material through the views of experts and scholars and a small sample of pre-experiment to modify and improve the design.240formal experimental study, recycling and sorting the experimental questionnaire, and statistical analysis of experimental data using SPSS17.0, the main conclusions are as follows,﹉ospital service environment, service processes and services to remedy design defect of patients with negative consumer emotions have significant positive effects;(2)patients with negative consumer sentiment misconduct in patients with intention to have a significant positive effect;(3)patients with negative consumer sentiment in the hospital service design defects in three-dimensional relationship between the degree of misconduct in patients with the intention of starting some of the intermediary role. Based on the above conclusions, improve and perfect the system of hospital services design, and strengthen the management of patients with mood and establish a new concept of prevention of medical disputes three aspects of management advice.