社区卫生服务机构患者满意度研究分析  

Study of the Community Health Service Satisfaction

作　　者：李鹏[1] 许宗余[2] 杜跃斌 陈博文[1] 

机构地区：[1]首都儿科研究所,北京100021 [2]卫生部妇幼保健与社区卫生司,北京100044 [3]总后司令部管理保障局,北京100036

出　　处：《中国卫生质量管理》2012年第3期59-61,共3页Chinese Health Quality Management

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：目的对比不同城市社区卫生服务机构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,为促进社区卫生服务发展提供参考。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、对公共卫生服务的知晓与利用情况以及满意度情况等。结果比较社区卫生服务中心与社区卫生服务站的满意度发现,除隐私保护一项外,其余满意度差异均有统计学意义(P<0.05)。结论患者对社区卫生服务的方便性和服务性都表示满意,而在经济性满意度方面存在差异。建议政府应加大支持力度,完善对社区卫生服务机构的补偿机制,加强社区用药的规范化管理,进一步提高居民满意度。Objective To analyze and compare the outpatient＇s satisfaction of the Community Health Service（CHS）＇s convenience, comfort, economic efficiency and service situation in CHS Centers and CHS Stations. Method By applying the Exit--block method, designed questionnaires were filled by the outpatients who had utilized the CHS to acquire nee- ded information related to their satisfaction to the CHS. Result The differences of the satisfaction in the ten CHS items between the Centers and Stations were statistically significance {P^0.05 }. Conclusion Although the outpatient＇s were all satisfied about the CHS＇s Convenience and Comfort, there were differences when it concerned to the CHS＇s economic efficiency. The government should offer much more supportive measures to make the CHS recognizable to the residents, and should also extend the CHS＇s service range, strengthen its compensation effort to them, apply Standard Management to its prescriptions, and then further enhance the residents＂ degree of satisfaction to the Community Health Service.

关 键 词：社区卫生服务 患者 满意度 调查 

分 类 号：R197.1[医药卫生—卫生事业管理]