Qualitative study on doctor-patient trust at public hospitals based on bureaucracy theory
Yi Dong, Na Li, Rui Guo, Chenxin Liu, Yuxuan Wang, Xinlei Miao
Published 2019-03-02
Cite as Chin J Hosp Admin, 2019, 35(3): 247-251. DOI: 10.3760/cma.j.issn.1000-6672.2019.03.019
Abstract
ObjectiveTo analyze the impacts of bureaucracy management at tertiary public hospitals in Beijing on exchange modes and trust between doctors and patients, using both the bureaucracy theory and trust theory. To study the role of such management as an organizational structure for hospital operation and service, in the transition of doctor-patient trust from traditional special trust to a universal trust based on bureaucracy structure and specialized job division.
MethodsThe purpose sampling method was used to select 94 hospital administrators, medical staff, and patients from six tertiary hospitals for a field survey.
ResultsBureaucracy at public tertiary hospitals keeps improving, and its systematic and refined organizational structure is changing the exchanges between doctors and patients, earmarking universal trust of the fundamental type of doctor-patient trust, aided by special trust. Rules and regulations of bureaucracy normalize medical services, and specialization enables medical workers in their clinical work against difficult and severe diseases, winning both reputation and patient trust as well. However, the specialized, professional and dehumanized characteristic of bureaucracy tend to encourage doctors to attend to diseases than patients, and separate links in medical services to decrease doctor-patient trust in the meantime.
ConclusionsBureaucracy is a necessary organizational form of urban public hospitals, but it should strengthen their humanity feature and improve their communication with patients with rules and regulations. At the same time, with the use of integrated medical mode in clinical practice, bureaucracy could be improved to benefit patients and enhance trust of patients.
Key words:
Hospitals, public; Bureaucracy; Doctor-patient trust; Type of doctor-patient trust; Qualitative study
Contributor Information
Yi Dong
Beijing Tiantan Hospital Affiliated to Capital Medical University, Beijing 100070, China
Na Li
Beijing Tiantan Hospital Affiliated to Capital Medical University, Beijing 100070, China
Rui Guo
School of Healthcare Administration and Education, Capital Medical University, Beijing 100069, China
Chenxin Liu
School of Healthcare Administration and Education, Capital Medical University, Beijing 100069, China
Yuxuan Wang
School of Healthcare Administration and Education, Capital Medical University, Beijing 100069, China
Xinlei Miao
School of Healthcare Administration and Education, Capital Medical University, Beijing 100069, China