John J
Bentley College.
J Health Care Mark. 1991 Dec;11(4):51-60.
Though three hospitals and their patient populations were similar, one hospital was rated significantly higher on quality by its patients than were the other hospitals. Patients at that hospital felt significantly more confident that their hospital performed reliably and that they would have successful medical outcomes than did patients at the other hospitals. Analysis of patient responses shows that communicativeness (information giving and taking) and understanding (interest shown in patient's personal concerns) of medical personnel were significantly different across the three hospitals. Results underscore the importance of educating medical consumers about their medical needs and of understanding and responding to their psychosocial needs.
虽然三家医院及其患者群体相似，但其中一家医院在患者对质量的评价上显著高于其他医院。与其他医院的患者相比，那家医院的患者对医院的可靠表现以及他们将获得成功医疗结果的信心明显更强。对患者反馈的分析表明，三家医院的医务人员在沟通能力（信息的给予和获取）和理解能力（对患者个人关切的关注）方面存在显著差异。结果强调了教育医疗消费者了解其医疗需求以及理解并回应其心理社会需求的重要性。
