摘    要目的 通过对门诊患者满意度的问卷调查，在掌握其满意度现况的基础上，验证门诊患者的信息认知、医疗风险认知、负性情绪、社会心理以及门诊患者对医疗环境的社会认知等有限理性因素对其满意度的影响及影响程度，为医院提高患者满意度测评结果的准确性、改善医患关系、提高患者满意度提供理论依据。方法 采用典型抽样方法，在浙江省杭州市选取5家三级综合医院的门诊患者共635名进行调查。用Spearman相关分析和多重线性回归分析验证门诊患者有限理性因素对其满意度的影响及影响程度。结果 门诊患者的信息认知、医疗风险认知、社会心理及其对医疗环境的社会认知与满意度之间存在正相关关系；门诊患者的负性情绪与其满意度之间存在负相关关系。结论 门诊患者的有限理性因素对其满意度存在影响。应重视二者间的关系，以患者的有限理性为前提，科学地进行满意度测评流程的制定，并为患者提供必要的信息服务与心理辅导。89564

Abstract: Purpose Through questionnaire investigation of outpatients’ satisfaction, analyzing and verifying the impact of bounded rationality and effect degree, such as information cognition, the medical risk cognition, negative emotion , social psychology and social cognition of the medical environment, on outpatients’ satisfaction, on the basis of their satisfaction in current conditions。 It can provide theoretical basis for improving the accuracy of patient satisfaction measurement, improving the doctor-patient relationship and improving patient satisfaction。 Methods Using typical sampling method, selects outpatients as a total of 635 from 5 third-class comprehensive hospitals in urban areas of Hangzhou city, Zhejiang province in the investigation。 Spearman correlation analysis and multiple linear regression analysis were used to verify the influence and influence degree of bounded rationality factors of outpatients on their satisfaction Result Outpatients’ information cognition, medical risk cognition, social psychology and social cognition of the medical environment have positive correlation with outpatients’ satisfaction; Outpatients’ negative emotions have negative correlation with their satisfaction。 Conclusion The bounded rationality factors of outpatients have influence on their satisfaction。 Attention should be paid to the relationship between the two, take the bounded rationality of patients as the premise, make the satisfaction evaluation process scientifically, and provide the necessary information service and psychological guidance for the patient。

毕业论文关键词：门诊患者； 有限理性； 满意度；相关性

Keyword: Outpatient; Bounded rationality; Satisfaction; Correlation

目    录

1引言 5

2研究方法 6

2。1查阅文献法 6

2。2问卷调查法 7

2。2。1研究对象和抽样方法 7

2。2。2调查工具 7

2。3数理统计方法 7

3结果分析 8

3。1基本情况 8

3。2门诊患者满意度现况描述 9

3。3门诊患者的有限理性测评结果描述 9

3。3。1门诊患者的信息认知情况 9

3。3。2门诊患者的医疗风险认知情况 10

3。3。3门诊患者的负性情绪情况