基于行为经济学理论的门诊患者非理性医疗投诉行为研究
Research on the Outpatient Irrational Medical Complaint Behavior Based on Behavioral Economics
张茗语 1左根永 1李慧1
作者信息
- 1. 山东大学齐鲁医学院公共卫生学院卫生管理与政策研究中心 山东 济南 250012;国家卫生健康委员会卫生经济与政策研究重点实验室(山东大学) 山东 济南 250012
- 折叠
摘要
近年来,医患关系紧张,医患矛盾不断加剧,非理性医疗投诉事件不断增多,对医院公众形象与医疗法治环境产生了恶劣影响.从行为经济学的视角出发,运用有限理性、社会影响、羊群效应、损失规避、禀赋效应、心理账户等理论对门诊患者非理性医疗投诉行为发生原因进行剖析,构建基于行为经济学理论下的门诊患者非理性投诉行为模型,借鉴框架效应与助推理论为医院减少非理性医疗投诉事件提出对策,助推医疗机构的投诉防范管理.
Abstract
In recent years,the physician-patient relationship has been tense,the physician-patient conflict has been escalating,and the number of irrational medical complaints has been constantly increasing,all of which have a negative impact on the public image of the hospital and the legal environment of medical treatment.From the perspective of behavioral economics,it analyzes the reasons for the occurrence of irrational medical complaints among outpatient patients by applying behavioral economics theories such as bounded rationality,social influence,herd effect,loss aversion,endowment effect,and mental accounting.It constructs a model of irrational complaint behaviors of outpatient patients based on behavioral economics theory,and tries to draw lessons from framing effect and nudge theory to propose countermeasures for hospitals to reduce irrational medical complaints and boost the complaint prevention management of medical institutions.
关键词
行为经济学/门诊/非理性/医疗投诉Key words
behavioral economics/outpatient/irrationality/medical complaint引用本文复制引用
基金项目
国家重点研发计划项目(2020YFC2006500)
国家重点研发计划课题(2020YFC2006505)
出版年
2024
NETL
NSTL
万方数据