Leaving a Good Impression on Patients

Di Jian

Chapter 10 in Studies on Hospital Management Transformation, 2020, pp 121-150 from World Scientific Publishing Co. Pte. Ltd.

Abstract: This true story tells that patients’ good impression of the hospital or the medical staff comes from the feelings in multiple aspects.People may form a direct judgment on something through a single sense or a mixture of senses. We call this integral cognition perception. Perception is psychological, but direct judgment is physiological. A certain opinion on the hospital formed by the patients will lead to mixed perception. The hospitals need to take great efforts in multiple aspects to give patients and residents a good impression of the institution. It is important to note that people’s satisfaction is not based on a comprehensive evaluation of a hospital in multiple aspects. Patients are not a consulting institution, and their satisfactory or unsatisfactory impression merely comes from their attention to details. For example, a patient may be very grateful or resentful towards a doctor due to one small action.

Keywords: Patients First; Hospital Culture; Quantified Service Indicators; Core Competitiveness of Service Industry; Soft Power; Medical Experience; Satisfaction Degree; Service Capability Improvement (search for similar items in EconPapers)
JEL-codes: D20 D23 (search for similar items in EconPapers)
Date: 2020
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