Unal Ozgun, Akbolat Mahmut, Amarat Mustafa
Ozgun Unal, PhD Student. Department of Health Care Management, Sakarya University, Sakarya, Turkey.
Dr. Mahmut Akbolat, Associate Professor, Department of Health Care Management, Sakarya University, Sakarya, Turkey.
Pak J Med Sci. 2018 Jul-Aug;34(4):999-1003. doi: 10.12669/pjms.344.15136.
Patient-physician communication is important for an effective healthcare service and for the patient's development of loyalty to the hospital. In this regard, this study aimed to determine whether there is a relationship between the patient-physician communication, the loyalty of the patient to the physician and to the hospital. Also study aimed to determine whether there is a mediating role of the physician loyalty on the patient-physician communication effect on to the hospital loyalty.
Five hundred ten questionnaires were distributed to regular public patients of the government hospitals, clinics, and private clinic patients in Sakarya using a simple random sampling method. Data were analysed using descriptive statistics and Structural Equation Modelling (SEM).
According to the findings, there was a significant relationship between patient-physician communication and loyalty to physician and to hospital. Patient-physician communication has a significant effect on loyalty to physician and hospital. In addition, patient loyalty has a mediating role on the patient-physician communication effect on the hospital loyalty.
According to the result of the study, physician-patient communication could be used as an important tool in creating physician loyalty and hospital loyalty. This study helps physicians and health service providers to formulate strategies and tactics that will effectively develop the loyalty of patients.
医患沟通对于提供有效的医疗服务以及患者培养对医院的忠诚度至关重要。在这方面，本研究旨在确定医患沟通、患者对医生的忠诚度以及对医院的忠诚度之间是否存在关联。此外，该研究还旨在确定医生忠诚度在医患沟通对医院忠诚度的影响中是否起中介作用。
采用简单随机抽样方法，向萨卡里亚政府医院、诊所的普通门诊患者以及私立诊所患者发放了510份问卷。使用描述性统计和结构方程模型（SEM）对数据进行分析。
根据研究结果，医患沟通与对医生和医院的忠诚度之间存在显著关联。医患沟通对医生忠诚度和医院忠诚度有显著影响。此外，患者忠诚度在医患沟通对医院忠诚度的影响中起中介作用。
根据研究结果，医患沟通可作为培养医生忠诚度和医院忠诚度的重要工具。本研究有助于医生和医疗服务提供者制定有效培养患者忠诚度的策略和战术。
