上海市闵行区企业对职业卫生技术服务机构提供服务的满意度调查  

Investigation on satisfaction toward the occupational health technical service agencies of enterprises in Minhang District of Shanghai

作　　者：项丹红 顾怡勤 

机构地区：[1]上海市闵行区卫生局卫生监督所,201199

出　　处：《职业与健康》2014年第5期684-687,共4页Occupation and Health

基　　金：上海卫生监督科研项目(项目编号:2011006)

摘　　要：目的了解现有的职业卫生技术服务机构在上海市闵行区提供服务情况、企业对职业卫生技术服务机构满意度和对技术服务工作需求情况等。方法抽查2008—2011年间开展过作业场所中职业病危害因素检测评价的企业220户,对其进行问卷调查,定量资料用SPSS软件作相关统计分析;定性资料主要运用比较归纳的逻辑分析方法。结果在机构管理方面,服务流程、隐私保护、收费和服务指导方面满意度均较高;在服务过程管理方面,民营与公办服务机构之间存在显著性差异,其中包括双方沟通率、提供技术指导率、隐私保护率3个指标;在服务过程满意度方面,服务态度、服务效率、检测质量、结果满意等满意度较高,其中后3个指标民营与公办服务机构之间存在显著性差异;民营服务机构的等候时间短于公办机构;91.36%的企业能在规定时间内出检测报告;企业选择服务机构前3位因素分别是服务价格、服务态度和机构资质;企业希望机构能评价真实职业危害风险,开展培训和个人防护指导等。结论服务机构要提升服务内涵,加强机构软硬件建设,提升服务水平,满足企业需求;并帮助企业开展职业病防治知识的宣传培训,定期进行经验交流;监管部门要加强监管,警惕服务机构和企业利益趋同;企业的需求与选择是敦促服务机构进步的基础。[ Objective ] To understand the status of services which the existing occupational health service agencies provided in Min hang District of Shanghai, the satisfaction toward the occupational health technical service agencies of enterprises, and the demand for technical services. [ Methods]200 enterprises which have received the occupational hazards detection and evaluation in work places during 2008-2011 were collected, to perform a questionnaire survey. The quantitative data were statistically analyzed by SPSS software, and the qualitative data mainly were analyzed by the comparative and inductive logic analysis method. [ Results ] In the agency management, the satisfaction degrees toward service process, privacy protection, cost and service guidance were relative ly high. In the service process management, there were significant differences between private and public agencies, which the indi cators included rate of communication, rate of technical guidance and rate of privacy protection. In the service process, the satisfac tion degrees toward service attitude, service efficiency, detection quality and the results were relatively high, and there were signifi cant differences in the latter three indicators between private and public agencies. The private service agencies had shorter waiting time than the public agencies. 91.36% of the enterprises have acquired the inspection report within the specified time. The top three factors which enterprises choose the service agencies were service price, service attitude and qualifications. The enterprises hoped that the service agencies could evaluate the real occupational hazards, and carry out the training and personal protective guid ance. [ Conclusion ] The service agencies should enhance the service content, strengthening the software and hardware construction, and improve service levels, to meet the demand of the enterprises. Meanwhile, they should help enterprises carry out the education and training of occupational disease prevention knowledge, and take the regul

关 键 词：职业卫生服务 机构 检测等候时间 满意度评价 

分 类 号：R197.6[医药卫生—卫生事业管理]