三城市社区卫生服务机构就诊患者满意度调查  

A survey of outpatients' level of satisfaction with community health service in three cities

作　　者：杜甲珺[1] 李鹏[2] 许宗余[3] 

机构地区：[1]解放军总医院医学信息室,北京100853 [2]首都儿科研究所卫生发展研究室,北京100021 [3]卫生部妇幼保健与社区卫生司,北京100044

出　　处：《武警医学》2012年第3期233-236,共4页Medical Journal of the Chinese People's Armed Police Force

基　　金：卫生部全国社区卫生服务体系建设重点联系城市基线调查与常规监测项目(NPMO40)

摘　　要：目的分析成都市、杭州市、武汉市就诊患者对社区卫生服务便利性、舒适性、经济性和服务性的满意度情况。方法采用出口拦截调查的方法对社区卫生服务机构就诊患者进行问卷调查,调查内容包括居民对社区卫生服务的认知和评价,居民就医机构选择意愿,对公共卫生服务的利用情况和满意度情况。结果 (1)社区卫生服务主要为基层劳动者提供基本医疗服务;(2)城镇职工医保、城市居民医保和新农合是居民医疗报销的主要手段;(3)比较三城市就诊患者对十项社区卫生服务内容的满意度,除便利程度、尊重程度和解释交流方面无统计学差异外,其他方面均有统计学差别(P<0.05)。多数居民对社区卫生服务的方便性和服务性表示满意。结论三城市被调查的就诊患者对社区卫生服务的方便性和服务性都表示满意,而在经济性和舒适性等方面存在差异。政府和社会应加大支持力度,让居民更全面正确地认识社区卫生服务的意义,进一步提高居民满意度。Objective To analyze the outpatients＇ level of satisfaction with the community health service（CHS） in terms of accessibility,comfort,economy and service quality in Chengdu,Hangzhou and Wuhan.Methods By applying the exit-interfering method,designed questionnaires were filled in by outpatients who had been to the CHS to acquire needed information.The survey was mainly related to residents＇ knowledge and evaluation of the CHS,factors that influenced residents＇ choice of CHS,and their visits to and satisfaction with the PHS.Results（1） CHS mainly offered primary medical service for the grass-roots laborers.（2） Medical insurance for urban workers,medical insurance for urban residents and the new type of rural cooperative medical service were the three most important reimbursement methods.（3） By comparing the outpatients＇ level of satisfaction with CHS in ten aspects,the study indicated that the difference between the three cities was statistically significant（P0.05） except for such aspects as accessibility,respect and the amount of explanation.Conclusions Although outpatients in the three cities are satisfied with the CHS＇s accessibility and comfort,there is difference in their evaluation of the CHS＇s economical efficiency and service quality.The government should offer much more supportive measures to make the CHS better-known to the residents,and try to enhance the residents＇ degree of satisfaction with the community health service.

关 键 词：社区卫生服务 患者 满意度 调查 

分 类 号：R197.2[医药卫生—卫生事业管理]