北京市居民对各级医疗卫生机构满意度调查分析  

Investigation and analysis on the satisfaction of community residents on different Beijing healthcare institutions at all levels

作　　者：谢学勤[1] 代晓彤[2] 康晓平[2] 谭鹏[1] 王梅[1] 雷海潮 

机构地区：[1]北京市公共卫生信息中心,北京100050 [2]北京大学公共卫生学院,北京100191 [3]北京市卫生和计划生育委员会,北京100053

出　　处：《中国卫生政策研究》2016年第8期44-48,共5页Chinese Journal of Health Policy

摘　　要：目的:通过分析2013年北京市卫生服务调查数据,了解北京市居民对各级医疗机构医疗服务的满意度情况,为相关政策提供决策依据。方法:在全市范围内进行抽样入户问卷调查,问卷使用"第五次国家卫生服务调查表"中的"家庭调查表",对其中就诊和住院满意度问题按照不同医疗机构级别分组进行描述,并采用!2检验进行分析。结果:北京市居民对基层医疗卫生机构就诊的总体满意度为84.5%,显著高于区县级(67.9%)和市级及以上医疗机构(61.4%),候诊时间等各项具体指标的满意程度也均高于区县级和市级及以上医疗机构,区县级和市级及以上医疗机构各有优劣。住院满意度情况则没有太大差别。与区县级及以上医疗卫生机构相比,基层医疗卫生机构门诊最主要的不满意原因分别为药品种类少和技术水平低;住院最主要的不满意原因分别为技术水平低,而市级及以上医疗机构则为服务态度差和医疗费用高。结论:北京市居民对基层医疗卫生机构的就诊满意度情况要显著优于区县级和市级及以上医疗机构。基层医疗卫生机构需增加药品种类,提高技术水平;区县级和市级及以上医疗机构要降低医疗费用,缩短等候时间。Objective： Through the analysis of the 2013 Beijing Health Service Survey data,this study aims at clearing and defining community residents＇ satisfaction at all levels of Beijing medical institutions,and to provide a basis for decision-making policies on health. Methods： This survey sampled households within the city. The Family Questionnaire in the Fifth National Health Service Survey was used. The satisfaction of outpatient and inpatient was described and analyzed by the χ2test in accordance with different-level hospitals. Results： The overall satisfaction of Beijing residents for the primary health care institutions outpatient was 84. 5%,which was significantly higher than that of the district level hospitals（ 67. 9%） and the municipal level and above level ones（ 61. 4%）. Satisfaction for specific indicators such as the waiting times in primary health care institutions was higher than the degree of interaction between the pros and cons of district,municipal and above level medical institutions. There was no significant difference in the satisfaction of hospitalization situation. The most unsatisfactory reason of outpatients in primary health care institutions was lacking of drug kinds while the low level technology was a disgusting issue for inpatients. Outpatients in district and municipal hospitals were bored by the long waiting times with the burdening high medical costs for inpatients in district hospitals and the frustrating poor service attitude for those in municipal and above level medical institutions. Conclusions： Outpatient Satisfaction of Beijing community residents in the primary health care institutions was significantly better than the hospitality in the district,municipal and above level institutions. Primary health care institutions needed to increase the drug kinds and improve technology while the district and municipal ones needed to reduce medical costs and to set an affordable waiting time.

关 键 词：患者满意度 卫生服务 医疗卫生机构 

分 类 号：R197[医药卫生—卫生事业管理]