CAJ | 학술논문

介绍期望值管理理论的内涵和外延，重点对患者期望值的影响因素如患者需求、就诊经历和医院声誉进行分析，并提出客观准确评估患者期望值、做好医患沟通交流、注重诊疗服务细节，使医院的服务超过患者的期望值等对策；旨在通过加强期望值管理，提高医疗服务质量和患者满意度，构建和谐的医患关系。
개소기망치관리이론적내함화외연，중점대환자기망치적영향인소여환자수구、취진경력화의원성예진행분석，병제출객관준학평고환자기망치、주호의환구통교류、주중진료복무세절，사의원적복무초과환자적기망치등대책；지재통과가강기망치관리，제고의료복무질량화환자만의도，구건화해적의환관계。
The article briefly introduced the intension and extension of the expectation theory.Further-more, the author detailed the concept of patient expectations, and influence factors such as the demand of patients, patients'hospital experience and the reputation of the hospital.The author analyzed the patients expectation and sorting.Some countermeasures were put forward, including evaluating the patients expectation objectively, promo-ting the doctor-patient communication, improving the medical details, and achieving the exceed of patients expec-tation.The purpose is to strengthen the expectation management, which could raise service quality and patient sat-isfaction and build a harmonious doctor-patient relationship.