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基于中国综合社会调查(CGSS)中新医改后2011年共5 544个有效样本数据,从接触效应理论与信任理论出发,分析具有“看病难、看病贵”显著标签的医疗服务是否会产生接触效应及其认知机制。经过数据分析发现,西医门诊与住院两种医疗服务具有接触效应;中医门诊医疗服务不存在接触效应;医患信任在住院就医经历与医疗服务满意度之间具有完全中介效应,在西医门诊就医经历与医疗服务满意度之间具有部分中介效应。为此,应增加医患之间的群际接触频率以促进接触效应的产生从而提高医疗服务满意度;以拟亲化提高患者对医方的信任意愿,以制度等多举措提高医方服务能力与服务善意的可信任性。
Based on a total of 5 544 valid sample data from the new medical reform in China in the Comprehensive Social Survey (CGSS) of China in 2011, starting from the theory of contact effects and trust theory, whether there will be any medical services that have significant labels of “difficult to see a doctor, expensive to see a doctor” Contact effect and its cognitive mechanism. After the data analysis, it is found that both the outpatient and inpatient western medical services have the contact effect; there is no contact effect in outpatient medical service of TCM; the full intermediary effect between doctor-patient trust in hospitalized medical experience and satisfaction of medical service; There is partial mediation effect between satisfaction with medical service. Therefore, we should increase the frequency of inter-group contact between doctors and patients so as to promote the contact effect and improve the satisfaction of medical service. To improve the medical service ability Truthfulness and trustworthiness of service.