北京西城区预防接种规范化门诊服务满意度调查  

Survey on satisfaction with standard outpatient service on vaccination in Xicheng District

作　　者：史淑芬[1] 周红玲[1] 

机构地区：[1]北京市西城区疾病预防控制中心,北京100120

出　　处：《中国妇幼健康研究》2013年第2期231-234,共4页Chinese Journal of Woman and Child Health Research

摘　　要：目的了解儿童家长对预防接种规范化门诊服务的体验及满意度评价，为预防接种规范化门诊提出进一步改进服务质量的政策和技术建议。方法用中国社区卫生／全科医学服务病人满意度测量工具对西城区11家预防接种服务规范化门诊的957名儿童家长开展预防接种服务的满意度调查。结果总满意度影响最大的前几位因素为：医生耐心解释疫苗接种后的注意事项及可能出现的不良反应（r=0．555，P〈0．001）、医生解释问题的清晰程度（r=0．564，P〈0．001）、医生给孩子接种疫苗的技术水平（r=0．557，P〈0．001）、工作人员解释接种流程的清楚程度（，=0．545，P〈0．001）。通过开放式问题归纳发现，个别人员的服务态度可能是制约门诊整体服务满意度的重要因素。结论儿童家长对西城区规范化门诊整体服务评价较好；预防接种服务人员的服务态度和技术水平是影响总满意度的最主要因素。Objective To find weak points of the standard outpatient service and provide suggestions on improving its quality through understanding the experience of parents on standard outpatient service on vaccination for their children and evaluating their satisfaction. Methods The questionnaire was based on measurement tools used in evaluating services of Chinese Community Health and General Medicine. The survey was conducted in 11 outpatient departments in Xicheng District involving 957 parents. Results The factors which strongly influenced total satisfaction included physician＇ s detailed explanation on cautions and possible adverse reactions of vaccination （ r = 0. 555, P 〈 0. 001 ） , clarity of physician＇ s explanation （ r = 0. 564, P 〈 0. 001 ） , physician＇ s technique on vaccination （ r =0. 557, P 〈 0.001 ） and clarity on explanation of vaccination procedure （r = 0.545 ,P 〈 0. 001 ）. Analysis of open questions indicated that attitude of particular individuals might be the important factor of restraining quality of whole outpatient service. Condusion In Xicheng District, parents think highly of the service provided by standard outpatient department. The attitude and technique of personnel for vaccination are the main factors influencing total satisfaction.

关 键 词：预防接种 规范化门诊 服务 满意度 

分 类 号：R186[医药卫生—流行病学] R174[医药卫生—公共卫生与预防医学]