成都市某主城区社区卫生服务满意度调查  

Investigation on Satisfaction of Community Health Services in A Main Urban Area of Chengdu

作　　者：张敏[1] 孙丁[1] 李扬萩[1] 刘伟[2] 

机构地区：[1]成都医学院人文信息管理学院,四川成都610500 [2]昆明医科大学公共卫生学院,云南昆明650504

出　　处：《昆明医科大学学报》2015年第7期67-71,共5页Journal of Kunming Medical University

基　　金：四川省教育厅科研基金重点项目(10SA122);四川省科技厅软科学研究计划项目(2013ZR0082)

摘　　要：目的了解服务利用者对社区卫生服务的满意度的现状、机构差距及影响因素,为提升社区卫生服务质量、缩小机构间服务满意度差距提供依据.方法定性与定量方法相结合.问卷调查950名门诊患者、电话访谈2 150名重点人群,了解服务利用者对某主城区19个社区卫生服务机构的满意度及其影响因素;应用SPSS软件进行频数分析、卡方检验和聚类分析.结果 95%的门诊患者对社区卫生服务感到总体满意;分项满意度从高到低依次是服务态度、就医环境、技术水平、就医设备;4类重点人群对社区卫生服务的满意度水平分别介于70%~100%、60%~100%、80%~100%和70%~100%之间;门诊患者的总体服务满意度在各个机构之间存在显著性差异;聚类分析将19个机构按满意度水平高中低划分为3类.结论社区卫生服务管理中应引入全面质量管理理念,促进满意度的提升;重点提升医护人员综合素质,营造人文关怀的机构文化;综合措施缩小机构间满意度差距.Objectives To investigate the satisfaction of community health services （CHS）, its gap among 19 CHS institutions and its influence factors in Chengdu. Methods Frequency analysis was used to measure the satisfaction with questionnaire, and chi-square test and cluster analysis were conducted to know their difference of satisfaction degree among different groups and institutions, and qualitative analysis was carried out to know possible influence factors with telephone interview. Results 95% of 950 clients were rather satisfied with the CHS; Ranking of satisfaction from higher to lower were service attitude, institution environment, medical technology and equipment; The satisfaction intervals of four key groups were 70% - 100%, 60% - 100%, 80% ~ 100% and 70% ~ 100% respectively, among 2, 150 interview subject; Significant difference of satisfaction existed between 19 CHS institutions; 19 institutions can be divided into 3 kinds according to the satisfaction degree with cluster analysis. Conclusion The Total Quality Management should be introduced in CHS management to promote satisfaction; Comprehensive measures should be taken to narrow the gap among CHS institutions, with focusing on improving capability of providers and creating culture of humanistic care.

关 键 词：满意度 社区卫生服务 成都 

分 类 号：R199[医药卫生—卫生事业管理]