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患者对医院健康服务的期望内容能否实现是影响患者对医院服务质量判断的关键。在当下严峻紧张的医患关系背景下,特别是患者对医疗效果的期望与实际结果间的差距过大常常是引发医患纠纷的核心问题。因此,医务人员通过有效沟通了解不同场景下患者对医院健康服务期望的具体内容及变化趋势,并调控其不合理的期望值,不仅能提高医务人员的沟通技能,还能增加患者的内心满足感,从而推进医患间和谐关系的建立。本文简单介绍了患者期望的相关概念,患者对医院健康服务期望的具体内容,影响期望形成的因素,重点阐述了当前国内外调查患者对医院健康服务的测评工具及应用情况,并指出我国关于患者对医院健康服务期望研究存在的不足,以期为以后的相关研究提供参考。
Whether the patient’s expectation of hospital health services can be fulfilled is the key factor that affects patients’ judgment on the quality of hospital services. Against the background of the current severe medical-patient relationship, especially the gap between the expectation and the actual result of the patient on the medical effect is often the core issue that triggers the doctor-patient dispute. Therefore, by effectively communicating the specific content and trends of patients’ expectations of hospital health services in different scenarios and regulating their unreasonable expectations, the medical staff can not only improve the communication skills of medical staffs but also increase the patient’s inner satisfaction, Thus promoting the establishment of harmonious relations between doctors and patients. This article briefly introduces the related concepts of patient expectation, the specific content of patients’ expectations of hospital health services, the factors that influence the formation of expectation, and focuses on the current assessment tools and applications of the surveyed patients to hospital health services both at home and abroad. Expectations for the study of hospital health services, lack of hope to provide reference for future research.