长春市不同举办主体社区卫生服务中心患者感知服务质量评价  

Evaluation of Patients' Perceived Service Quality of Community Health Service Centers of Different Ownership in Changchun City

作　　者：王竞[1] 李晶华[1] 张莉[1] 马天娇[1] 孔璇[1] 岳晓文 Wang Jing;Li Jinghua;Zhang LI;Ma Tianjiao;Kong Xuan;Yue Xiaowen(School of Public Health,Jilin University,Changchun130021)

机构地区：[1]吉林大学公共卫生学院,长春130021

出　　处：《医学与社会》2017年第12期15-17,28,共4页Medicine and Society

基　　金：吉林大学基本科研业务费哲学社会科学研究项目;编号为2015ZZ051

摘　　要：目的:了解长春市某城区不同举办主体社区卫生服务中心(CHC)患者感知服务质量情况和差异,为制定相关政策提供理论依据。方法:选取长春市某城区不同举办主体CHC 5所,对就诊居民进行CHC感知服务质量问卷调查。结果:患者对移情性维度评分最低,对设备、个性化服务、特需化服务和转诊服务条目评分较低。在响应性维度方面,民营和院办CHC得分比政府示范CHC高,院办CHC得分较政府非示范CHC高。在各具体指标中,不同举办主体CHC在有形性维度间的交通便利和设备先进,可靠性间的操作熟练,以及响应性维度的候诊时间、主动告知和乐意服务条目上存在差异。结论:各举办主体CHC存在技术质量较低和未满足患者个体化需求等共性问题,同时也存在一定差异。各举办主体CHC应在发挥自身优势的同时解决存在的问题,政府应通过政策激励和法律保障来鼓励个体化、特需化,以及连续、协调的卫生服务的提供,并对CHC进行合理监督管理,为CHC服务的安全高效负责。Objective:To evaluate the differences of patients’perceived quality among community health service centers(CHC)of different ownership in a district in Changchun city,and to provide theoretic basis for government to make related policies.Methods:5CHCs were chosen.A questionnaire was conducted among the outpatients about their perceived quality of service provided by CHC based on their experience.Results:Investigated residents gave lowest score to dimension of empathy.scores of equipment,providing personalized service,providing special service,and providing referral service were low.At dimension of responsiveness,private and hospital owned CHCs got higher score than demonstrated CHC owned by government,while hospital owned CHC got higher score than non-demonstrated CHC.At each specific evaluation criteria,differences of CHC were among convenient transportation and advanced equipment of tangibility,skillful operation of reliability and waiting time,inform initiatively and willing to offer service of responsiveness.Conclusion:Besides differences,bad technical quality and patients’unmet expectations of personalized and special service were same matters among all kinds of CHCs.CHC should take their own advantages and adopt improvement at the same time,while government should make related policies,create supporting environment and legislate to stimulate and protect CHC to provide services that met residents request under supervision.

关 键 词：社区卫生服务中心 感知服务质量 长春 

分 类 号：R197.61[医药卫生—卫生事业管理]