基于第三方视角的基本公共卫生服务满意度的纵向研究  

Longitudinal Study of the Satisfaction with Basic Public Health Service from a Third Party Perspective

作　　者：谭华伟 陈菲[1] 景思霞[1] 

机构地区：[1]重庆医科大学公共卫生与管理学院,重庆市400016

出　　处：《中国全科医学》2014年第31期3669-3672,共4页Chinese General Practice

基　　金：2013年重庆市教委人文社会科学研究项目(13KD08)--基于供需视角的重庆基本公共卫生服务均等化影响因素研究

摘　　要：目的：从第三方视角了解基本公共卫生服务满意度的历时变化，提出可行性建议，为项目持续发展提供参考。方法采用随机抽样的方法，第三方测评机构分别于2012年和2013年从重庆市3区县随机抽取五类重点服务人群（包括60岁以上老人、高血压患者、糖尿病患者、孕产妇和0~6岁儿童的家长）2300名和2304名，进行满意度的纵向比较。满意度的评价指标包括获得基本公共卫生服务的便利程度、有用程度，医务人员的技术水平、服务态度，医疗卫生机构的服务设施和环境5个方面。结果（1）2012年和2013年满意度得分均高于一般水平，差异有统计学意义（P =0.000）。（2）独立样本 t 检验显示，2012年与2013年居民在服务态度、方便程度的满意度得分上差异无统计学意义（P 〉0.05），而在总体满意度、有用程度、技术水平、服务设施和环境的满意度得分上差异有统计学意义（P 〈0.05）。（3）多元回归分析显示，2012年5个满意度要素全部进入回归方程，2013年服务设施和环境被剔除回归方程。结论服务态度和方便程度未随观测时间发生变化，但服务态度、方便程度、有用程度、技术水平、服务设施和环境均对总体满意度的影响结构发生了历时变化。Objective To explore the satisfaction changes over time with basic public health service from a third party perspective,put forward feasible suggestions and provide reference for the sustainable development of the project. Methods By means of random sampling,the third party institution chose 2 300 citizens in 2012 and 2 304 in 2013 from the healthy files of five major service populations including the elderly over 60,hypertension,diabetes,pregnant women and parents of 0 ~ 6 - year -old children and made longitudinal satisfaction comparison. The satisfaction evaluation indicators included conveniences of receiv-ing public health service,utility,technical level of the medical workers,servicing attitude and the medical environment and fa-cilities. Results （1）The scores of satisfaction of 2012 and 2013 were above average and there were significant differences（P= 0. 000）. （2）The independent - sample t test indicated that attitude and convenience had no statistically significant differ-ences（P 〉 0. 05）. However,total satisfaction,utility,technical level and service environment and facilities had statistically significant differences（ P 〈 0. 05）. （3）Multiple regression analysis revealed all factors of 2012 entered the equation,but service environment and facilities of 2013 were excluded. Conclusion Attitude and convenience are not changed with time,but all the five factors have diachronic changes which influence the structure of overall satisfaction.

关 键 词：第三方评估 基本公共卫生服务 满意度 纵向研究 

分 类 号：R197[医药卫生—卫生事业管理]