Abstract:
In this paper, the impact of patient experience on the satisfaction with medical treatment of patients with different health cognitions were explored through an empirical study. The research showed that, in the process of medical treatment, medical environment, medical expenses, service attitude and the quality of diagnosis and treatment had a positive effect on the evaluation of satisfaction, but waiting time had no significant influence. Furthermore, when taking into account the interaction between health cognition and medical experience, the interaction of medical environment, the quality of diagnosis and treatment with health cognition affected the evaluation of satisfaction, while the interaction of waiting time, service attitude, and medical expenses with health cognition had no significant impact on the evaluation of satisfaction. The research results showed that health cognition affected the evaluation of satisfaction; the higher degree of health cognition one patient has, the higher the evaluation of satisfaction, and the lower the degree of health cognition, the lower the evaluation of satisfaction. Thus, hospital managers should improve patients' health cognition effectively, manage patients with different degrees of health cognition with different methods, and improve the effectiveness of medical service, so as to achieve mutual satisfaction of both doctor and patient.