医疗卫生领域满意度研究述评nsfc.doc

基于有限理性理论的患者满意度研究策略及框架构建基金项目：国家自然科学基金面上项目；浙江省大学生科技创新项目（2013R421037） 基金项目：国家自然科学基金面上项目；浙江省大学生科技创新项目（2013R421037） 作者单位：310036 杭州，杭州师范大学健康管理学院（钱宇、王小合、张双竹、于彩勇、谷雨） 通讯作者：王小合，Email： HYPERLINK mailto:xhewang@163.com xhewang@163.com 钱宇 陈雅静 王小合 张双竹 于彩勇 谷雨 【摘要】患者满意度是提升医疗服务质量和促进医疗服务可持续发展的重要管理质量考核工具。有限理论是人的社会评价及决策行为理性方面与非理性方面的界线,它是关于那些因缺乏寻找最优的才智而转向寻求满意的人类行为理论。由于其对公众、个体行为决策、评价问题具针对性和优越性，已得到普遍促进和应用。由于医疗服务及患者满意度的特殊性，基于有限理性理论开展医疗服务患者满意度研究，阐述国内外有限理论的内涵与应用，以及对相关评价领域的实践探索进行梳理分析，利用综合评价法来构建满意度模型和有限理性满意度指数，为探索建立患者满意度的理性评价、医疗卫生机构改善医疗服务质量策略以及开展社会治理提供依据。 【关键词】有限理性；患者满意度；研究策略；框架 Developing the study Strategies and framework for Patient Satisfaction Assessment Based on the Bounded Rationality Theory WANG Xiawhe’，HU．ANG Xianhong’，LJ Rui’，ZHAO Hong。，GAOJian-min，GUD Qing。，ZHANG Liang．Medicineand Health Management Institute of Hangzhou Normal University，Hangzhou 310036，China 【 abstract 】 the patient degree of satisfaction is to improve medical and health service quality and promote the sustainable development of health care services is an important management evaluation tool. Limited theory is the rational aspect of peoples social behavior and the irrational aspects of line, its about those due to lack of finding optimal talents to seek satisfaction theory of human behavior. Because its to the public, the individual behavior decision-making problem with pertinence and superiority, has been widely promotion and application. In patients with based on the bounded rationality theory to carry out medical service satisfaction research, this paper expounds the connotation and application of limited theory both at home and abroad, as well as to the relevant evaluation practice exploration in the field of carding analysis, introducing the idea of bounded rationality in the field of medical service management, comprehensive evaluation method is used to build satisfaction model and the limited rational satisfaction index, to explore establishing patient satisfaction research strat