天津市宝坻区某镇居民卫生服务满意度基线调查分析——国家科技部十一五规划项目“全科型乡镇卫生院建设”项目  

Baseline survey on township residents' satisfaction on health care services in Tianjin

作　　者：李永刚 殷珺妹[2] 滕国旗 张蕊[2] 苏征[4] 焦振山[5] 

机构地区：[1]天津市宝坻区口东卫生院,天津301800 [2]天津医科大学研究生院 [3]天津市宝坻区中医院 [4]天津医科大学基础医学院 [5]天津市中医药研究院附属长征医院

出　　处：《中国卫生事业管理》2012年第8期609-611,共3页Chinese Health Service Management

基　　金：国家科技部"十一五"重点科技支撑计划课题--全科型乡镇卫生院技术集成综合示范五(项目编号:2008BAI65B10)

摘　　要：目的:了解农村居民对乡镇卫生院卫生服务的满意情况,为发展和提高农村卫生服务提供理论依据。方法:随机抽取587名口东镇居民,通过问卷调查形式,进行就医满意度调查,并对数据进行描述性分析。结果:本次调查结果显示,农村居民对于乡镇卫生院门诊服务的总体满意度为31.8%,各分类的满意度由高到低依次为:护士满意度(80.3%)、就医便捷程度(72.6%)、城镇居民医保报销情况(52.1%)、收费合理性(44.3%)、服务态度(35.3%)、解释交流(33.7%)、慢病防治知识告知(8.6%)、预防保健服务(8.5%)、药品齐全程度(5.3%)、就医设施和环境(4.8%)、医师技术(4.8%)。结论:满意度最低的五项为医师技术、就医设施和环境、药品齐全程度、慢病防治知识告知、预防保健服务,满意度均不足10%,提示乡镇卫生院应多渠道提高医师自身业务水平,不断提高卫生院预防保健职能,优化卫生院就医条件,增加药品种类,为居民提供更优质的卫生服务,以提高卫生院的整体满意度水平。Objective To study the status of rural residents＇ satisfaction on health care services in township health clinics, and provide theoretical references for improving rural health services. Methods 587 cases of residents were randomly chosen and surveyed by self-designed questionnaire. Data was collected and descriptively analyzed. Results The residents＇ overall satisfaction degree on township health clinic was 31.8%. For satisfaction degree on different indexes, they were ranked as follows：nurse work- ing（ 80.3 % ）, convenience of treatment （72.6%）, reimbursement of medical insurance for urban residents （52.1% ）, reasonable charges （44.3 % ）, service attitude （ 35.3 % ）, interpretation and communication （ 33.7% ）, informing knowledge of chronic dis-ease prevention （ 8.6 % ）, preventive health service （ 8.5 % ）, drug supply （ 5.3 % ）, facilities and environment （ 4.8 % ）, and doc-tors＇ capability of medical treatment （4.8%）. Conclusion Indexes with the lowest degree of satisfaction were doctors＇ capability of medical treatment, facilities and environment, drug supply, informing knowledge of chronic disease prevention and preventive health service. So should be put forward to improve doctors＇ professional techniques, intensify preventive health service ,optimize medical facilities and environment, and increase the amount of drug supply.

关 键 词：满意度 农村居民 卫生服务 

分 类 号：R197.1[医药卫生—卫生事业管理]