昌吉市“家庭医师签约制服务”居民满意度分析  

Study on residential satisfaction degree about family doctors service of community in Changji city

作　　者：周言[1,2] 黄晓巍[1] 姚华[2] ZHOU Yan HUANG Xiaowei YAO Hua(College of Public Health, Xinjiang Medical University, Urumqi, 830011, China The First Affiliated Hospital of Xinjiang Medical University, Urumqi, 830054, China)

机构地区：[1]新疆医科大学第一附属医院,乌鲁木齐830011 [2]新疆医科大学健康管理中心,乌鲁木齐830054

出　　处：《新疆医学》2016年第11期1403-1407,共5页Xinjiang Medical Journal

基　　金：乌鲁木齐市科学技术计划项目(F131310001)

摘　　要：目的通过对昌吉市社区卫生服务开展"家庭医生签约制服务"以来居民满意度的现状研究,分析影响满意度的原因并进行改善,从而对家庭医生签约制服务工作的进一步优化提供参考。方法采用调查问卷进行现场调查,总调查人数2353人,其中有效调查人数为2225人人,有效率为94.56%。调查量表由硬件环境、服务项目、服务过程、服务结果 4大因素25个条目组成。统计方法:1.使用SPSS16.0软件进行分析。2.采用Cronbach’sα系数和分半信度进行信度指标来检验指标体系的信度,采用因子分析和相关分析的方法对指标体系进行效度分析;3.计量数据以均数±标准差(x±s)的形式表示,进行统计描述,两组比较采用t检验;多组比较采用方差分析,检验水准定α=0.05。结果居民的总体满意度的平均分值为4.01分。居民在硬件环境、服务项目、服务过程、服务结果得分分别为3.91、4.03、4.10,4.07分,其中硬件环境得分最低。结论居民总体满意度处于较高满意水平,应在硬件环境方面进行改善,从而提高家庭医师签约制服务团队的服务能力与水平,增加居民的满意程度。Objective By studying residential degree of satisfaction about ＂family doctor service contract system＂ of Changji City, all factors affecting degree of satisfaction were analyzed, so as to provide a reference for the further optimization to family doctors service system. Methods The Investigation questionnaire was used as on-site survey, The total number of respondents was 2353 people, and 2225 cases were effective, the effective rate was 94.56%. SPSS16.0 was used to analyze all data. The results reliability was tested using Cronbach＇s alpha and split-haft reliability. The validity was analyzed through factor analysis method and correlation analysis method. The measurement data was presented as means ＋ standard deviation （x ± s） for statistical description. A paired t-test was used to assess the statistical significance between two groups, and ANOVA was used to analyze the data among multiple groups. The data were considered reliable when the correlation coefficient was 0.05 （α =0.05）. The questionnaire was composed of hardware environment, service items, service process, service results, which amounted to 4 factors and 25 items. Results From the overall degree of satisfaction, the average residential satisfaction score was 4.01. Scores of hardware environment, service projects, service process and service results were 3.91,4.03, 4.10, 4.07, in which the hardware environment in 4 factors was the lowest level. Conclusion The total resident satisfaction about Community Health Service agencies in Changii city was higher, but hardware environment and the service ability and level still should be improved, so residents＇ satisfaction could be increased.

关 键 词：家庭医生签约制服务 居民 居民满意度 

分 类 号：R197[医药卫生—卫生事业管理]