College of Education, Lanzhou City University, Lanzhou, China.
Department of Psychology, Shanghai Normal University, Shanghai, China.
Front Public Health. 2023 Feb 22;11:1103819. doi: 10.3389/fpubh.2023.1103819. eCollection 2023.
Patient satisfaction plays an important role in improving patient behavior from care, reducing healthcare costs, and improving outcomes. However, since patient satisfaction is a multidimensional concept, it remains unclear which factors are the key indicators of patient satisfaction. The purpose of this study was to verify whether and how patients' psychosocial perceptions of physicians influenced patient satisfaction.
In China, 2,256 patients were surveyed on stereotypes of physicians, institutional trust, humanized perception, and communication skills, as well as patient expectations and patient satisfaction. The data were analyzed using structural equation modeling.
Stereotypes, institutional trust, and humanized perception have an indirect effect on patient satisfaction through communication, and patient expectations have a direct effect on patient satisfaction.
"Patient-centered" communication is the key to improving patient satisfaction, while positive stereotypes at the societal level, standardization of organizational institutions, expression of the doctor's view of humanity in the doctor-patient interaction, and reasonable guidance of patient expectations are important for improving patient satisfaction.
患者满意度在改善患者的就医行为、降低医疗成本和改善治疗效果方面发挥着重要作用。然而，由于患者满意度是一个多维度的概念，目前尚不清楚哪些因素是患者满意度的关键指标。本研究旨在验证患者对医生的社会心理认知是否以及如何影响患者的满意度。
在中国，对 2256 名患者进行了医生刻板印象、机构信任、人性化感知和沟通技巧以及患者期望和患者满意度的调查。使用结构方程模型对数据进行分析。
刻板印象、机构信任和人性化感知通过沟通对患者满意度产生间接影响，患者期望对患者满意度有直接影响。
“以患者为中心”的沟通是提高患者满意度的关键，而社会层面的积极刻板印象、组织机构的标准化、医生在医患互动中表现出的人文关怀以及对患者期望的合理引导，对于提高患者满意度至关重要。
