成都市主城区犬伤门诊977名服务对象满意度调查  

Investigation on the satisfaction of 977 clinic clients wounded by dog in Chengdu

作　　者：欧志梅[1] 杨梅[1] 李志春[1] 刘毅 朱昆蓉[1] 罗远沛[1] 周晓静[1] 石春俐[1] 耿玲[1] 

机构地区：[1]成都市疾病预防控制中心,四川成都610041 [2]四川大学华西公共卫生学院

出　　处：《现代预防医学》2013年第1期82-85,共4页Modern Preventive Medicine

基　　金：成都市卫生局基金资助项目:成都市主城区狂犬病暴露预防门诊服务现状及能力建设研究(201123)

摘　　要：目的了解成都市主城区犬伤门诊服务对象(病人)的满意度现状,分析提高满意度的方法。方法对成都市的21家犬伤门诊977名服务对象开展现场问卷调查,调查内容包括服务对象的一般情况(年龄、性别、职业和文化程度等)与满意度相关的医疗服务情况(就诊距离、医疗费用、医务人员的技术、态度、病人的知情同意和医院的环境、设施等)。采用Epidata3.02软件建立数据库,SPSS15.0软件进行数据分析。结果市级、区级和社区级门诊服务对象总体满意度差异有统计学意义(P﹤0.05);3个级别门诊在就诊距离、花费、环境、医务人员的病情解释和知情同意、免疫制剂的种类方面差异有统计学意义(P﹤0.05)。而在医务人员的态度和技术、门诊的设施设备方面差异无统计学意义(P﹥0.05);犬伤病人最满意的前3项服务依次是就诊距离、服务态度和技术;最不满意的前3项服务依次医疗花费、就诊距离和医疗设备。结论成都市犬伤门诊服务对象的满意度还有待进一步提高;各级医疗机构犬伤门诊应针对满意度评价的结果,加强管理,提高犬伤门诊的服务满意度。OBJECTIVE To investigate the basic situation of clinic clients （out-patients） and the current status of satisfaction for the patients in hydrophobia immunization clinics in Chengdu, and to analyze the ways for improving satisfaction of the out- patients. METHODS A questionnaire investigation was carried out to 977 patients in 21 dog-bite clinics of Chengdu. It was developed to collect the information about the basic characteristics of the out-patients, such as age, gender, occupation, educational level. The satisfaction survey included visiting distance, medical cost, service ability, service attitude, informed consent of the patients, the hospital environment and facilities, etc.. A database was established using Epidata3.02 and data analysis was employed by SPSS15.0. RESULTS There were statistical differences （P 〈 0.05） on satisfaction among the patients in three levels clinics. And there were statistical differences on the satisfaction appraisal of visiting distance, expenses, environment, informed consent and explanations.However, there were no statistical differences on responsibility and service attitude of the medical staff, facilities. Meanwhile, the top 3 services for satisfaction of dog-injured patients were visiting distance, service attitude and technology; while the most top 3 services for disatisfaction were medical expenses, visiting distance and medical equipment. CONCLUSION It should be further improved for the clinic clients＇ satisfaction of dog- wounded clinics in Chengdu. To improve the satisfaction of the clients, it is necessary to strengthen management according to the results of satisfaction evaluation in hydrophobia immunization clinics got from the investigation.

关 键 词：犬伤门诊 满意度 调查 满意度评价 

分 类 号：R195[医药卫生—卫生统计学]