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題名 When culture matters: Using compliments and complaints to define and influence Chinese patients’ satisfaction
作者 許書瑋
Hsu, Ryan Shuwei;Stanworth, James O.;Stanworth, Peter A.;Kemp, Janet M.;Tzen, Rebecca;Wu, Hsin-Hung
貢獻者 企管系
日期 2024-01
上傳時間 29-Jan-2024 09:11:50 (UTC+8)
摘要 Despite patients’ cultural background influencing their satisfaction with medical care the majority of studies draw on assumptions and models from the Western world. We move attention to the East Asian world by investigating the attributes of Chinese patients’ satisfaction with their hospital in-patient care. Our research design is an exploratory qualitative study of 577 incidents of Chinese hospital in-patients’ complaints and compliments. The data were drawn from a sample of reports of patients’ satisfaction with their care in a district general hospital over a five-year period. Analysis focused on satisfactory and dissatisfactory events to derive attributes involved. We find patients in Chinese culture evaluate satisfaction with their care using eight attributes: professionalism, efficiency, chīn-chièh, respect, patience, responsibility, value and ethics. We explore how Chinese patients’ values and beliefs toward medicine and care-giving construct distinct meanings around these attributes. By synthesizing our findings with those in the literature we propose generic attributes which can form the basis of measures of Chinese patient satisfaction and inform training in cultural competence.
關聯 Health Communication, Vol.39, No.1, pp.136-147
資料類型 article
DOI https://doi.org/10.1080/10410236.2022.2160098
dc.contributor 企管系
dc.creator (作者) 許書瑋
dc.creator (作者) Hsu, Ryan Shuwei;Stanworth, James O.;Stanworth, Peter A.;Kemp, Janet M.;Tzen, Rebecca;Wu, Hsin-Hung
dc.date (日期) 2024-01
dc.date.accessioned 29-Jan-2024 09:11:50 (UTC+8)-
dc.date.available 29-Jan-2024 09:11:50 (UTC+8)-
dc.date.issued (上傳時間) 29-Jan-2024 09:11:50 (UTC+8)-
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/149404-
dc.description.abstract (摘要) Despite patients’ cultural background influencing their satisfaction with medical care the majority of studies draw on assumptions and models from the Western world. We move attention to the East Asian world by investigating the attributes of Chinese patients’ satisfaction with their hospital in-patient care. Our research design is an exploratory qualitative study of 577 incidents of Chinese hospital in-patients’ complaints and compliments. The data were drawn from a sample of reports of patients’ satisfaction with their care in a district general hospital over a five-year period. Analysis focused on satisfactory and dissatisfactory events to derive attributes involved. We find patients in Chinese culture evaluate satisfaction with their care using eight attributes: professionalism, efficiency, chīn-chièh, respect, patience, responsibility, value and ethics. We explore how Chinese patients’ values and beliefs toward medicine and care-giving construct distinct meanings around these attributes. By synthesizing our findings with those in the literature we propose generic attributes which can form the basis of measures of Chinese patient satisfaction and inform training in cultural competence.
dc.format.extent 109 bytes-
dc.format.mimetype text/html-
dc.relation (關聯) Health Communication, Vol.39, No.1, pp.136-147
dc.title (題名) When culture matters: Using compliments and complaints to define and influence Chinese patients’ satisfaction
dc.type (資料類型) article
dc.identifier.doi (DOI) 10.1080/10410236.2022.2160098
dc.doi.uri (DOI) https://doi.org/10.1080/10410236.2022.2160098