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在新一轮医疗改革中,医院竞争的核心不再单纯是医院为病人创造的价值,而要兼顾病人感知到的医院为其创造的价值。医院要获得病人更充分的理解和支持,除了为病人创造价值外,也要想方设法让病人感知到这些价值,因为正是医患双方对医疗服务价值的感知差异,导致医患关系紧张的关键因素之一。该文借鉴顾客感知价值理论,在了解其背景、概念和内容基础上,正确理解并提出医院管理的策略,力争走出一条“以病人为中心,以感知为核心”的医院管理之路。
In the new round of medical reform, the core of hospital competition is no longer simply the value that hospitals create for patients, but also the values that hospitals create for them. In addition to creating value for patients, hospitals should find ways to make patients aware of these values because it is exactly the difference between doctors and patients on the perceived value of medical services and the key factor that causes the tension between doctors and patients one. Based on the understanding of its background, concept and content, this paper draws lessons from the theory of customer perceived value, correctly understands and proposes the strategy of hospital management, and strives to get out of a “patient-centered and perceived-as-the-core” hospital management path.