CAJ | 학술논문

应用期望落差理论，对当前医院政策管理、社会舆论、医疗机构、医务人员、患者等各层面，影响患者就医体验的因素进行分析，提出增强医院公益性质、改善医疗服务质量、提高医患沟通能力、加强医学常识普及、把握正确舆论导向等措施，缩小患者就医的期望落差，促进医患关系和谐。
응용기망락차이론，대당전의원정책관리、사회여론、의료궤구、의무인원、환자등각층면，영향환자취의체험적인소진행분석，제출증강의원공익성질、개선의료복무질량、제고의환구통능력、가강의학상식보급、파악정학여론도향등조시，축소환자취의적기망락차，촉진의환관계화해。
To analyze the factors that affected the patients in experiencing hospital services, including cur-rent policies of hospital management, social public opinion, medical institution, medical staff and patients by using the theory of expectation disconfirmation.The author proposed some countermeasures to reduce the patients discon-firmation and promote the harmonious patient -doctor relationship, which including strengthening hospital public welfare nature, improving medical service quality, developing capability of doctor -patient communication, enlar-ging pervasion of medical science and correctly guiding public opinion.