摘要目的 探究患者不同背景特征对其就医感知价值影响的差异性及其医疗服务策略.方法 在文献研究的基础上,选取2011年至2013年10家医院患者的就医感知价值调研数据,分析患者背景特征对其就医感知价值的影响特点.结果 患者最关注的就医感知价值是功能性价值(平均3.91分)和情感性价值(平均3.92分);不同背景特征的患者对这两类就医感知价值呈现了一定的规律性变化,相比而言,具有门诊、轻症、女性、年轻、高学历、高收入等背景特征的患者,对于情感性价值有更高的要求.结论 医疗机构应明确价值定位,根据患者背景特征和就医情景,为其提供差异化医疗服务,从而提升整个患者群体的就医感知价值.

abstractsObjective To explore the differences of presonal backgrounds of patients on their perceived value and service strategy for such patients.Methods Based on a literature review,the survey data of patient perceived value of ten hospitals from 2011 to 2013 were selected for an analysis of typical influences on their perceived value incurred by their background characteristics.Results The patient perceived values of the highest attention were functional value(3.91 in average)and emotional value(3.92 in average);regular changes toward these two values were found among patients of different backgrounds.Comparatively patients tend to demand higher emotional value featuring outpatient visit,minor symptoms,females,youths,higher education background and high income.Conclusions Medical institutions are expected to clarify their value positioning,and provide based on such differentiated services to their patients in view of the characteristic backgrounds and medical visits,thus improving the perceived value of their patient population in general.