Purpose
The purpose of this paper is to explore the rationality differences of cognition of non-technical medical services in different groups, and to provide countermeasures for improving non-technical medical services.
Design/methodology/approach
Literature analysis, expert interviews, questionnaire survey and frequency analysis were taken to reveal the influencing factors of non-technical medical services. Grey correlation methods were taken to compare the rationality differences of cognition of non-technical medical services by analysis influencing factors’ scores marked by different groups.
Findings
A total of 12 influencing factors of non-technical medical services were obtained, including “doctor’s working career”, “doctor’s strict implementation of medical treatment norms and medication guidelines”, “doctor’s service awareness”, etc. And rationality differences of cognition of non-technical medical services were confirmed as follows: the doctors’ cognition was more reasonable compared with patients; the women’s cognition was more reasonable compared with men; the lower aged groups’ cognition was more reasonable compared with higher aged groups; and people with doctoral degree had a less reasonable cognition compared with others.
Originality/value
The authors systematically discussed the cognition differences of non-technical medical services among different people, and provided some countermeasures reasonably.
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