Investigation of the effect of patients on perceived hospital service value using dramaturgical theory

Investigation of the effect of patients on perceived hospital service value using dramaturgical theory

In addition to facilitating patient recovery by providing medical treatment, medicalinstitutions have placed more focus on improving patient satisfaction with medical services andservice quality. Using dramaturgical theory, this study incorporated anxiety and trust as mediatorsto investigate the effect of patients on perceived hospital service value. Research participants werepatients who were examined in a regional teaching hospital in Southern Taiwan. A total of 375questionnaires were distributed and 350 valid responses were returned. The results demonstratedthat medical drama (MD) was significantly and positively correlated with trust and perceivedhospital service value (PHSV), and MD showed no significant negative correlation with anxiety.To enhance the overall PHSV of patients and elevate patient trust in hospitals, medical institutionsshould improve several dimensions of MD, namely environmental quality, interaction withpatients, and the professionalism of health care workers.