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[目的]就患者对医生忠诚度的构成要素进行解析,构建调研指标体系,为医院的可持续发展和医患紧张关系的改善提供一些有价值的线索。[方法]构建患者-医生忠诚度模型,并通过对四川大学华西医院门诊患者的实证研究,对患者-医生态度忠诚和患者-医生行为忠诚的影响因素进行分析。[结果]就华西医院而言,目前门诊患者无论是对医生的信任还是对医生的忠诚,都主要来自医院的整体形象和医生个人的技术服务水平;而诸如问诊态度、问诊时间保障、对患者沟通关怀等医生的功能服务质量,对患者-医生行为忠诚影响却极小,与患者对医生的信任和患者-医生态度忠诚关系甚至不显著。[结论]要进一步加强医患沟通,提升医生非技术服务水平,以利于医患关系的改善。
[Objective] To analyze the constituent elements of patients’ loyalty to doctors and establish a research index system, which provides some valuable clues for the sustainable development of hospitals and the improvement of tension between doctors and patients. [Methods] Constructing patient-doctor loyalty model and analyzing the influencing factors of patient-doctor attitude loyalty and patient-doctor behavior loyalty through the empirical study of outpatients in West China Hospital of Sichuan University. [Results] As far as West China Hospital is concerned, outpatient patients nowadays are mainly from the overall image of the hospital and the individual’s technical service level of doctors, no matter the trust of doctors or their loyalty to doctors. However, such as interrogation attitude, The quality of service and quality of doctors such as patients’ communication and care have minimal impact on patient-doctor behavior loyalty, and they are not even significantly related to patient’s trust in doctors and patient-doctor attitudes. [Conclusion] It is necessary to further strengthen the communication between doctors and patients so as to improve the non-technical service level of doctors so as to facilitate the improvement of doctor-patient relationship.