家庭医生签约服务居民感知质量及提升路径研究——以天津市为例  

Research on the perceived quality in residents and improvement path of family doctor contract services:taking Tianjin as an example

作　　者：龚超 刘春雨[2] 杨思秋 翟炜翔 李昌运 王德银 GONG Chao;LIU Chunyu;YANG Siqiu;ZHAI Weixiang;LI Changyun;WANG Deyin(Tianjin Medical College The School of Healthcare and Health Management,Tianjin 300222,China;不详)

机构地区：[1]天津医学高等专科学校卫生健康管理学院,天津300222 [2]天津市医学科学技术信息研究所/天津市卫生健康发展研究中心

出　　处：《中国公共卫生管理》2024年第5期624-629,共6页Chinese Journal of Public Health Management

基　　金：2021年度中国社区卫生协会“社区卫生科研基金”重点项目(2021-1-044);2023年天津市社科界“十百千”主题调研活动应用课题(TJSKLZK2302099)。

摘　　要：目的基于居民感知视角,系统评估当前家庭医生签约服务的质量,识别影响服务质量的关键因素,揭示服务执行中的不足,为政策制定和服务改进提供依据。方法采用多阶段抽样的方法选取天津市基层医疗卫生机构的4536名居民作为研究对象,采用调查问卷对研究对象进行调查,利用服务质量差距模型分析居民对各项服务质量指标的期望与感知差距,并应用质量功能展开模型将居民需求转化为具体的服务质量改进措施,计算各项措施的优先级。结果居民对家庭医生签约服务的主要需求包括家庭医生能够规范管理高血压患者、家庭医生会嘱咐您家人可能要注意的健康问题等10项内容。基于质量功能展开模型提出搭建学习平台、多部门协同、信息化建设等13项优先改进措施。结论建议在政府、机构、团队与成员3个层面形成合力,系统性地提升家庭医生签约服务的质量。Objective Based on the perception of residents,evaluating the quality of current family doctor contract services systematically,identifying the key factors affecting service quality,revealing the shortcomings in service implementation,and providing a basis for policy formulation and service improvement.Methods A multi-stage sampling method was used to select 4536 residents from primary medical and health institutions in Tianjin as the study subjects.A questionnaire was conducted to investigate the study subjects,and the service quality gap model was used to analyze the expectations and perception gaps for various service quality indicators in residents.The quality function deployment model was used to transform the needs of residents into specific service quality improvement measures,and the priority of each measure was calculated.Results The main needs of residents for family doctor contract services included“the family doctor can manage hypertension patients in a standardized manner”and“the family doctor will advise your family to pay attention to health issues”and other 10 items.Based on the quality function deployment model,13 priority improvement measures were proposed,including building a learning platform,multi-department coordination,and information system construction.Conclusion It is suggested that efforts should be made at the three levels of the government,institution,team,and member to systematically improve the quality of family doctor contract services.

关 键 词：家庭医生签约服务 感知质量 服务质量差距模型 质量功能展开模型 

分 类 号：R197.1[医药卫生—卫生事业管理]