Gebele Christoph, Tscheulin Dieter K, Lindenmeier Jörg, Drevs Florian, Seemann Ann-Kathrin
Department of Business Administration II, Marketing and Health Care Management, University of Freiburg, Freiburg, Germany.
Department of Business Administration VI, Public and Non-Profit Management - Corporate Governance and Ethics, University of Freiburg, Freiburg, Germany
Health Serv Manage Res. 2014 Feb-Jun;27(1-2):10-21. doi: 10.1177/0951484814546959. Epub 2014 Aug 19.
As patient autonomy and consumer sovereignty increase, information provision is considered essential to decrease information asymmetries between healthcare service providers and patients. However, greater availability of third party information sources can have negative side effects. Patients can be confused by the nature, as well as the amount, of quality information when making choices among competing health care providers. Therefore, the present study explores how information may cause patient confusion and affect the behavioral intention to choose a health care provider. Based on a quota sample of German citizens (n = 198), the present study validates a model of patient confusion in the context of hospital choice. The study results reveal that perceived information overload, perceived similarity, and perceived ambiguity of health information impact the affective and cognitive components of patient confusion. Confused patients have a stronger inclination to hastily narrow down their set of possible decision alternatives. Finally, an empirical analysis reveals that the affective and cognitive components of patient confusion mediate perceived information overload, perceived similarity, and perceived ambiguity of information.
随着患者自主权和消费者主权的增加，提供信息被认为对于减少医疗服务提供者与患者之间的信息不对称至关重要。然而，第三方信息来源的更多可得性可能会产生负面影响。患者在相互竞争的医疗服务提供者之间进行选择时，可能会被高质量信息的性质和数量所迷惑。因此，本研究探讨信息如何可能导致患者困惑并影响选择医疗服务提供者的行为意图。基于德国公民的配额样本（n = 198），本研究在医院选择的背景下验证了一个患者困惑模型。研究结果表明，感知到的信息过载、感知到的相似性以及健康信息的感知模糊性会影响患者困惑的情感和认知成分。感到困惑的患者更倾向于匆忙缩小其可能的决策选项范围。最后，实证分析表明，患者困惑的情感和认知成分在信息过载、感知到的相似性和信息的感知模糊性之间起中介作用。
