Study On The Evaluation Of Patient Trust

Research background and purpose:With the development of socialist market economy,the public welfare of medical institutions is gradually missing.The problem of “difficult to see a doctor,expensive to see a doctor” is highlighted in the society.It has been emphasized in the Fifth Plenary Session of the Eighteenth Central Committee of the comprehensive reform of public hospitals and the construction of harmonious doctor-patient relationship.Therefore,it is the key point for the development of medical and health undertakings in China to improve the trust of patients and ease the doctor-patient conflicts.This paper has adopted management science and theory of doctor-patient relationship to evaluate patient trust,and analyze its level and relevant factors that influence it.Combined with the opinions from the doctors and hospitals,some corresponding countermeasures are put forward to improve the patient trust.Research methods: A hospital in Luoyang is a larger top three hospital with relatively concentrated medical resources and a large scale in this region,the research on which is representative to some extent.Through the field investigation,145 patients in the hospital were surveyed which investigated using the "Patients Trust Evaluation Index System." The questionnaire distributed by trained investigators,and told details of the questionnaire to the patients,and fill in the form by themselves.Patients Trust includes four levels,environmental quality,interpersonal quality,technical quality,management quality,a total of 28 indicators.SPSS19.0 software was used to establish a questionnaire database.The data were analyzed by descriptive analysis,t test,analysis of variance and multivariate linear regression analysis.The reliability and validity of patients trust scale: the Cronbach's Alpha was 0.908 and the KMO was0.834.In addition,in order to understand the hospital management measures which affecting the four levels of patients trust,200 medical staffs were surveyed on the satisfaction of hospital management measures.The reliability and validity of this scale:Cronbach's Alpha was 0.947 and KMO was 0.942.Results: 1.Patients trust(4.11±.355);2.The patients trust of difference age,cultural degree,monthly income and medical insurance payment form was statistically significant(P < 0.05).3 The score of environmental quality(4.06±.369),interpersonal quality(4.07±.442)below patients trust score(P < 0.05).The score of technical quality(4.17±.419),management quality(4.16±.559)higher than the patients trust score(P < 0.05).4.Technical quality(R = 0.873,p < 0.01),interpersonal quality(R = 0.872,p < 0.872),environmental quality(R = 0.810,p <0.01)were closely related to the patients trust.Management quality(R = 0.749,p <0.01)were linearly correlated to the patients trust.5.There are eight indices of patients trust that are considered in the regression equation,including whether the patients are respected when receiving services and when making an appointment for consultation,whether the doctors listen to the patients,whether the patients trust in the diagnosis,whether the doctor demands extra laboratory examination,whether the experts corporate,whether the patients trust in the medical skills and basic trust of the patients to the hospital.(R = 0.917,R2 = 0.917).Research conclusions: 1.Overall,the patients trust were good in this hospital,but the question of environmental quality and interpersonal quality were relatively prominent.2.The trust of young patients were lower than elderly patients;Patients with high income level and high degree of culture have low trust in the medicine.Compared with patients which have medical insurance,the trust of self-funded patients were lower than medical insurance patients;3.Technical quality,interpersonal quality,environmental quality and management quality are related to the patients trust,and there are eight indexes can be used to predict the patients trust,including whether the patients are respected when receiving services and when making an appointment for consultation,whether the doctors listen to the patients,whether the patients trust in the diagnosis,whether the doctor demands extra laboratory examination,whether the experts corporate,whether the patients trust in the medical skills and basic trust of the patients to the hospital.Recommendation:.patient-centered,optimize the service flow,and reduce the consultation hours of patients.2.Strengthen the construction of hospital culture,standardize the service standards and improve the service consciousness of medical staffs.3.Improve the communication mechanism of doctors and patients,and innovate the way of communication between doctors and patients.4.Give full play to the advantages of hospital medical resources and promote the technical level.5.weaken economic indicators and avoid over treatment.6.Strengthen the connection of departments and facilitate information exchange.