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政大典藏 > College of Commerce > Department of Business Administation > Periodical Articles > Item 140.119/149404

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/149404

Title:	When culture matters: Using compliments and complaints to define and influence Chinese patients’ satisfaction
Authors:	許書瑋 Hsu, Ryan Shuwei;Stanworth, James O.;Stanworth, Peter A.;Kemp, Janet M.;Tzen, Rebecca;Wu, Hsin-Hung
Contributors:	企管系
Date:	2024-01
Issue Date:	2024-01-29 09:11:50 (UTC+8)
Abstract:	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.
Relation:	Health Communication, Vol.39, No.1, pp.136-147
Data Type:	article
DOI link:	https://doi.org/10.1080/10410236.2022.2160098
DOI:	10.1080/10410236.2022.2160098
Appears in Collections:	[Department of Business Administation] Periodical Articles

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