中文摘要：

文章基于期望理论,从患者的期望差距与满意度、影响患者满意度的情感因素两方面分析了患者转诊决策依据.借助期望动态模型的“预测期望”和“规范期望”两方面从患者角度分析“上转容易下转难”现象.针对转诊制实施过程中的关键问题,提出对应的解决对策.

英文摘要：

In this paper the patient referral decision were analyzed based on the expectation theory from two aspects of value and expectancy construction of patient expectation formula. Combined with patient predictive expectation and normative expectation ＂difficult in down referral＂ phenomenon was also analyzed from the health service organization, the community residents, secondary and tertiary hospital three aspects. The corresponding solution countermeasures were put forward focusing on the key issues.