Naumann S, Miles J A
Eberhardt School of Business, University of the Pacific, Stockton, California, USA.
J Manag Med. 2001;15(4-5):376-86. doi: 10.1108/eum0000000006184.
In a study of 195 patients visiting the urgent care department of a hospital in the UK, we examined the effects of three elements of process control on patients' fairness and satisfaction perceptions. Patients who believed they had a voice in the triage process had higher fairness perceptions and waited a shorter period of time than those who believed they did not have a voice in the triage process. In addition, patients who were told the expected waiting time and were kept busy while waiting had higher satisfaction perceptions. We identify implications for hospital employees in managing the patient waiting process.
在一项针对英国一家医院急诊科的195名患者的研究中，我们考察了流程控制的三个要素对患者公平感和满意度认知的影响。认为自己在分诊过程中有发言权的患者比那些认为自己在分诊过程中没有发言权的患者具有更高的公平感，且等待时间更短。此外，被告知预期等待时间并在等待期间有事可做的患者具有更高的满意度认知。我们确定了医院员工在管理患者等待过程中的启示。
