签约居民对"互联网+"家庭医生服务的满意度评价及影响因素分析  

Analysis of satisfaction evaluation and influencing factors of"Internet plus"family doctor services among contracted residents

作　　者：李子鑫 王建伟 崔雪丹 宫洪磊 王小芹 尹呈良 于倩倩 Li Zixin;Wang Jianwei;Cui Xuedan;Gong Honglei;Wang Xiaoqin;Yin Chengliang;Yu Qianqian(Department of Quality Control,Yidu Central Hospital of Shandong Second Medical University,Weifang 262500,China;Human Resources Office,Shandong Second Medical University,Weifang 261053,China;School of Management,Shandong Second Medical University,Weifang 261053,China)

机构地区：[1]山东第二医科大学附属益都中心医院质量控制部,潍坊262500 [2]山东第二医科大学人事处,潍坊261053 [3]山东第二医科大学管理学院,潍坊261053

出　　处：《中华医院管理杂志》2024年第9期687-693,共7页Chinese Journal of Hospital Administration

基　　金：山东省自然科学基金(ZR2023MG036);山东省医药卫生科技发展计划项目(202115020783);潍坊医学院附属医院科技发展项目(2023FYQ021)。

摘　　要：目的了解签约居民对"互联网+"家庭医生服务的满意度评价情况,并探讨其影响因素。方法2021年11—12月,采用分层随机抽样法,选取山东省某市各个县、市或区的社区卫生服务中心或乡镇卫生院的已利用过"互联网+"家庭医生服务的360名签约居民进行现场问卷调查,了解其对"互联网+"家庭医生服务的认知情况和满意度评价情况。同时,按照强度抽样和信息饱和原则选择签约居民进行关键人物访谈,收集其对于"互联网+"家庭医生服务推行过程与模式构建的看法与建议。对数据进行描述性分析,采用二分类logistic回归模型分析签约居民对"互联网+"家庭医生服务满意度的影响因素。结果获得有效问卷352份。接受调查者中,108人(30.6%)对"互联网+"家庭医生服务政策非常了解或比较了解,251人(71.3%)对总体"互联网+"家庭医生服务水平表示非常满意或比较满意。性别、月收入状况、参加健康教育活动的频率,以及对医生日常服务态度、医生医疗技术水平、医疗服务收费水平和服务团队与家属交流水平的满意程度是签约居民对"互联网+"家庭医生服务满意度的影响因素(P<0.05)。访谈结果显示,38人(95%)认为当前我国"互联网+"家庭医生服务的开展存在有效政策支持环境尚未形成、签约机构宣传动员效果有待提升、人群服务认知水平较差、对服务质量存在担忧、对互联网有关概念存在误解、因电信诈骗现象引发网络"恐慌"、老年群体文化水平差异限制服务利用等问题。结论签约居民对"互联网+"家庭医生服务的总体满意度较好。多种因素影响签约居民的满意度评价,应重点关注不同人口学特征下签约居民的服务心理感知差异,加强服务团队和服务平台建设,提高公众对"互联网+"家庭医生服务的认知和参与,以推动"互联网+"家庭医生服务的持续发展。ObjectiveTo understand the satisfaction evaluation of contracted residents with"Internet plus"family doctor services and to explore its influencing factors.MethodsFrom November to December 2021,a stratified random sampling method was used to select 360 contracted residents who had utilized"Internet plus"family doctor services from community health service centers or township health clinics in various counties,cities,or districts of a city in Shandong Province for on-site questionnaire surveys.The purpose was to understand their awareness and satisfaction with the"Internet plus"family doctor services.At the same time,key informant interviews were conducted with contracted residents according to the principle of intensity sampling and information saturation,to collect their opinions and suggestions on the implementation process and model construction of"Internet plus"family doctor services.Descriptive analysis was performed on the data,and a binary logistic regression model was used to analyze the factors affecting the satisfaction of contracted residents with"Internet plus"family doctor services.Results352 valid questionnaires were obtained.Among the respondents,108(30.6%)were very familiar or relatively familiar with the"Internet plus"family doctor service policy,and 251(71.3%)expressed a high level of satisfaction with the overall"Internet plus"family doctor service.Gender,monthly income status,frequency of participation in health education activities,and satisfaction with the doctor′s daily service attitude,medical technical level,medical service charge level,and the level of communication between the service team and family members were factors affecting the satisfaction of contracted residents with"Internet plus"family doctor services(P<0.05).Interview results showed that 38 people(95.0%)believed that there were issues with the current implementation of"Internet plus"family doctor services in China,such as the lack of an effective policy support environment,the need to improve the publicity and mobilization

关 键 词：医师 家庭 签约居民 互联网+ 满意度 影响因素 

分 类 号：R197.1[医药卫生—卫生事业管理]