| 摘要: |
| 根据患者在遭遇医疗服务失误后是否有投诉行为将其分为投诉和不投诉2类患者。采用关键事件技术法对经历过医疗服务失误的187位患者进行调查，获得了438个关键行为，比较2类患者在期望的补救措施选择方面的差异；然后采用情景模拟实验法，比较这两类患者在服务失误前后、补救前后以及不同补救水平等情况下的满意度与重复就医意愿的差异。 |
| 关键词: 医疗失误 投诉 服务补救 补救措施 补救效果 |
| DOI： |
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| 基金项目: |
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| Correlative Study on Patients’ Complaints and Patients Selecting Recovery Measures and Evaluating Effects of Medical Service |
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| Abstract: |
| According to patients’ complaining conducts after encountering medical service failure, they are classified into two types: complaining and non-complaining patients. In the study,187 patients are investigated,which ever encountered medical service failure\, and 438 critical incident behaviors were got by using critical incident technique. Firstly, the differences of patients selecting recovery measures and evaluating effects of medical service between the two types are analysed. Then the method of scenic simulation is used and the differences of patients’ satisfaction and re-hospitalization intention are compared when patients are in their different statuses of medical service recovery . |
| Key words: medical service failure, complaints, service recovery, recovery measures, recovery effect |
