Investigation of the effect of patients on perceived hospital service value using dramaturgical theory

以劇場理論探討病人對醫院服務價值感之影響

陳佩君(Pei-Chun Chen) ； 秦兆瑋(Chao-Wei Chin) ； 歐陽昆(Yang-Kun Ou)

《醫院雜誌》 53卷1期 (2020/03) Pp. 1-20

摘要

In addition to facilitating patient recovery by providing medical treatment, medical institutions have placed more focus on improving patient satisfaction with medical services and service quality. Using dramaturgical theory, this study incorporated anxiety and trust as mediators to investigate the effect of patients on perceived hospital service value. Research participants were patients who were examined in a regional teaching hospital in Southern Taiwan. A total of 375 questionnaires were distributed and 350 valid responses were returned. The results demonstrated that medical drama (MD) was significantly and positively correlated with trust and perceived hospital service value (PHSV), and MD showed no significant negative correlation with anxiety. To enhance the overall PHSV of patients and elevate patient trust in hospitals, medical institutions should improve several dimensions of MD, namely environmental quality, interaction with patients, and the professionalism of health care workers.

關鍵字

Dramaturgical theory ； Anxiety ； Trust ； Service value