McMillan J R, Younger M S, DeWine L C
Urban Health. 1984 Dec;13(11):31-3, 46-7.
If hospital management is to adapt successfully to an increasingly competitive environment, and to retain a viable emergency department, it well be necessary to objectively and accurately assess the hospital's image in the community served. Knowledge of the consumers' views is an essential input into the formulation of strategic plans. This article reports on a study in which consumer opinions on 15 dimensions of emergency room health care were obtained from 723 respondents using a mail questionnaire. Findings reveal that consumers view the emergency room as being more expensive than other health care providers. Except for being available or convenient, little or no advantage is perceived for the emergency room over the personal physician. Even though the emergency room has specialized staff and equipment, consumers do not believe patients receive better or faster treatment in an emergency room than would be obtained in a physician's office. Unless changed, these perceptions will diminish the role of the emergency room in the delivery of health care services.
如果医院管理层要成功适应竞争日益激烈的环境，并维持一个可行的急诊科，就有必要客观准确地评估医院在其服务社区中的形象。了解消费者的看法是制定战略计划的重要依据。本文报道了一项研究，该研究通过邮寄问卷从723名受访者那里获取了他们对急诊医疗15个方面的看法。研究结果显示，消费者认为急诊室的费用比其他医疗服务提供者更高。除了可就诊或方便外，急诊室相对于私人医生几乎没有或根本没有优势。尽管急诊室有专业的医护人员和设备，但消费者并不认为患者在急诊室能比在医生办公室得到更好或更快的治疗。除非有所改变，这些看法将削弱急诊室在提供医疗服务中的作用。
