成都市主城区狂犬病免疫预防门诊服务对象满意度影响因素分析  

Influencing Factors of Clients' Satisfaction With Hydrophobia Immunizationin Out-patient Clinics in Chengdu

作　　者：欧志梅[1] 窦丰满[1] 姜倩[2] 杨梅[1] 朱昆蓉[1] 罗远沛[1] 周晓静[1] 马丽源[2] 明平勇[2] 

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

出　　处：《预防医学情报杂志》2012年第12期956-960,共5页Journal of Preventive Medicine Information

基　　金：成都市卫生局基金资助项目(编号:201123)

摘　　要：目的了解成都市狂犬病免疫预防门诊服务对象(患者)的满意度现状,分析满意度的影响因素。方法制定调查方案、设计调查表和培训调查员,对成都市的21家狂犬病免疫预防门诊的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)与满意度相关情况(就诊距离、药品种类、医疗费用、医务人员的技术、态度、责任心和患者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率(很满意+比较满意+一般)在98%以上,3个级别门诊的满意度差异有统计学意义(χ2=6.555 P=0.038);影响满意度的因素为就诊距离(OR=1.230,P=0.012)、医务人员的责任心(OR=1.911,P=0.002)和服务态度(OR=0.049,P<0.01)、可供选择的药品种类(OR=0.091,P<0.01)和花费(OR=0.186,P=0.008)。结论成都市主城区狂犬病免疫预防门诊服务对象的满意度还有待进一步提高;应针对满意度影响因素,加强管理,提高服务质量。Objective To investigate current situation and influencing factors of clients＇ satisfaction with hydrophobia immunization in out-patient clinics in Chengdu.Methods Clients from 21 clinics were investigated with questionnaires consisting of following aspects： demographic variables（age,gender,occupation and degree of education,etc.）,influencing factors related with satisfaction（distance for treatment,types of drugs,medical expense,skills and attitude and responsibility of medical staff,clients＇ informed content,hospital environment,etc.）.Data was primarily put in Epidata3.02 and further analyzed by SPSS15.0.Results The overall satisfaction（total scores of ＂very satisfied,comparatively satisfied and ordinary satisfied＂） rate was over 98%;statistically differences（χ2=6.555,P=0.038） appeared among clinics with 3 levels： municipality-level,district level and community level.The influencing factors were ： visiting distance（OR=1.230,P=0.012）,responsibility（OR=1.911,P=0.002）,service attitude of the medical staff（OR=0.049,P0.001）,type of drugs（OR=0.091,P0.001）and medical expenses（OR=0.186,P=0.008）.Conclusion Clients＇ satisfaction of hydrophobia immunization clinics in main city zone of Chengdu needs further improvement in aspects as management and service aiming at influencing factors above.

关 键 词：狂犬病免疫预防门诊 满意度 影响因素 

分 类 号：R512.99[医药卫生—内科学]