| Abstract | 第8页 |
| 摘要 | 第9-10页 |
| 1. INTRODUCTION | 第10-49页 |
| 1.1 Hospital Humanization | 第13-20页 |
| 1.2 Humanization in the Hospital | 第20-34页 |
| 1.2.1 Humanization of the hospital environment | 第22-34页 |
| 1.2.1.1 Social interaction and impact of physical environment on hospital users | 第26-34页 |
| 1.3 Health professionals and patient relationship | 第34-45页 |
| 1.3.1 Health Care Humanization | 第39-45页 |
| 1.3.1.1 Humanized care | 第39-42页 |
| 1.3.1.2 Communication in Hospital Humanization | 第42-45页 |
| 1.4 Health workers and Hospital Humanization | 第45-48页 |
| 1.5 The aim of the study | 第48页 |
| 1.6 Hypothesis | 第48-49页 |
| 2. METHODS | 第49-55页 |
| 2.1 Research Design | 第49-50页 |
| 2.2 Sampling and participants | 第50-51页 |
| 2.2.1 Sampling | 第50页 |
| 2.2.2 Participants | 第50-51页 |
| 2.3 Measures/questionnaires | 第51-53页 |
| 2.4 Data analysis | 第53-54页 |
| 2.5 Ethical Considerations | 第54-55页 |
| 3. RESULTS | 第55-85页 |
| 3.1 Reliability Analysis | 第55-56页 |
| 3.2 Demographic characteristics of participants | 第56-58页 |
| 3.3 General perceived humanization of hospital environmental variables | 第58-63页 |
| 3.4 Health professional and patients' relationship | 第63-74页 |
| 3.4.1 The relationship between Health professional and patient | 第63-65页 |
| 3.4.2 The communication and empathic communication between Healthprofessionals and patients | 第65-73页 |
| 3.4.2.1 Empathic communication between Health professionals and patients | 第69-73页 |
| 3.4.3 Professionals' formation skill of hospital staffs | 第73-74页 |
| 3.5 Work conditions | 第74-84页 |
| 3.5.1 Perceived quality of work conditions,relational and communicational fromhospital users | 第74-83页 |
| 3.5.2 Programs at the hospital that can improve Hospital Humanization | 第83-84页 |
| 3.6 Professionals' suggestions to humanize the hospital under study | 第84页 |
| 3.7 Summary of Findings | 第84-85页 |
| 4. DISCUSSION | 第85-97页 |
| 4.1 Hospital users' level of satisfaction on hospital environment | 第85-87页 |
| 4.2 Factors that can improve health professionals and patient relationship | 第87-89页 |
| 4.3 Some elements that affect health professionals and patients communication | 第89-93页 |
| 4.4 Professional's suggestions to humanize the hospital under study | 第93-97页 |
| 5. CONCLUSIONS | 第97-99页 |
| 5.1 Final considerations | 第97-98页 |
| 5.2 Limitations of the Study | 第98页 |
| 5.3 Future Research | 第98-99页 |
| REFERENCES | 第99-108页 |
| APPENDICES | 第108-109页 |
| Appendices A:Consent Form | 第109-111页 |
| Appendices B:Questionnaires | 第111-148页 |
| Questionnaire B1:Hospital Humanization | 第111-130页 |
| Questionnaire B2:Health professional and patient relationship | 第130-148页 |
| Appendices C:Tables and Graphs | 第148-153页 |
| Appendices D:Professionals' suggestions to humanize the hospital under study | 第153-157页 |
| List of Tables and Graphs | 第157-158页 |
| List of Figures | 第158-159页 |
| List of Abbreviations | 第159-161页 |
| Publication | 第161-162页 |
| Acknowledgement | 第162-163页 |
| Dedication | 第163-165页 |
| 学位论文评阅及答辩情况表 | 第165页 |
