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首页> 外文期刊>Journal of applied statistics >Determining factors affecting healthcare service satisfaction utilizing fuzzy rule-based systems
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Determining factors affecting healthcare service satisfaction utilizing fuzzy rule-based systems

机译：基于模糊规则的系统确定影响医疗服务满意度的因素

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摘要

Health communication, which is a multi-attribute concept, is a generic title describing clinical practice. The literature shows that the relation between health communication and healthcare service satisfaction (HSS) has been found to be significant. The main objective of pursuing better health communication is to achieve the best outcome and patient satisfaction where healthcare systems are supposed to deliver. However, the health communication is a complex process. Also, measuring patients' satisfaction is not an easy task since satisfaction is a complex notion with several factors. In this study, questions in the questionnaire directed to patients are factor-analyzed in order to obtain components which are used as independent attributes that will be modeled by fuzzy rule-based systems (FRBS) in order to explain HSS. Utilizing FRBS brings two different advantages, one of which is to use mathematical functions called membership functions for linguistically expressed responses. The second one is to observe the transition among the linguistic values expressed by patients. The four independent variables, namely, doctor-patient communication (DPC), information seeking behavior (ISB), equal behavior and tolerance to cultural differences (TCD) and the dependent variable HSS are employed in the modeling. Although both DPC and ISB have positive effects on HSS, TCD has none. One interesting finding about DPC is that if DPC scores below the average value tend to lower, it does not have a decreasing effect on HSS, which means that if a patient does expect to have average DPC, his or her evaluation on HSS does not lower, which says that if a patient knows that the doctor has a poor communication skill, the patient does not pay attention to this attribute.
机译：健康交流是一个多属性概念，是描述临床实践的通用标题。文献表明，健康交流与医疗服务满意度（HSS）之间的关系很重要。追求更好的健康沟通的主要目的是在医疗保健系统应该提供的地方实现最佳结果和患者满意度。但是，健康交流是一个复杂的过程。同样，测量患者的满意度也不是一件容易的事，因为满意度是一个复杂的概念，有多个因素。在这项研究中，对针对患者的问卷调查中的问题进行因子分析，以获取用作独立属性的组件，这些组件将由基于模糊规则的系统（FRBS）建模以解释HSS。利用FRBS具有两个不同的优点，其中之一是使用称为隶属函数的数学函数来进行语言表达的响应。第二个是观察患者表达的语言价值之间的转换。在建模中采用了四个独立变量，即医患沟通（DPC），信息寻求行为（ISB），平等行为和对文化差异的耐受性（TCD）以及因变量HSS。尽管DPC和ISB都对HSS产生积极影响，但TCD没有。关于DPC的一个有趣发现是，如果DPC分数低于平均值趋于降低，则对HSS的影响不会降低，这意味着，如果患者希望平均DPC达到平均水平，则其对HSS的评估不会降低，这表示如果患者知道医生的沟通能力较差，则患者不会关注此属性。

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