基层卫生服务从供需接触到“粘性”形成的路径与效应——基于重庆市黔江区X镇的经验  

The path and effect of primary health services from service encounter to‘stickiness’formation:Based on the experience of X Town,Qianjiang District,Chongqing Municipality

作　　者：李浩淼 李腾旭 张亮[1,2] LI Hao-miao;LI Teng-xu;ZHANG Liang(School of Political Science and Public Administration,Wuhan University,Wuhan Hubei 430072,China;The Research Center for Health Governance,Wuhan University,Wuhan Hubei 430072,China;School of Philosophy,Wuhan University,Wuhan Hubei 430072,China)

机构地区：[1]武汉大学政治与公共管理学院,湖北武汉430072 [2]武汉大学健康治理研究中心,湖北武汉430072 [3]武汉大学哲学学院,湖北武汉430072

出　　处：《中国卫生政策研究》2025年第3期1-8,共8页Chinese Journal of Health Policy

基　　金：国家自然科学基金面上项目(72474162);国家卫健委卫生技术评估重点实验室2023—2024年度开放基金(FHTA2023-04)。

摘　　要：基层医疗卫生机构作为农村三级卫生服务网络的网底,面临着与居民健康服务需求不够适配、能力不强、患者流失等现实问题。供需服务“粘性”的形成,是从微观角度促进患者基层首诊、维持基层卫生服务体系可持续发展、提升农村居民健康水平的关键路径,亦是应对新时代农村基层卫生发展诸多挑战的重要手段。本文通过对重庆市黔江区X镇卫生院的案例分析发现,该卫生院曾面临患者外流、服务绩效考核落后、发展受限等困境,但近几年,该机构通过优化服务接触过程、提升居民感知质量,逐步形成了供需之间的服务“粘性”。而“粘性”的形成,不仅有利于留住患者,提升健康管理效果,还能实现基层医疗卫生机构增收,促进其可持续发展,为基层卫生转型发展提供了经验借鉴。As the base of the three-tier rural health service network,primary health-care institutions are facing major bottlenecks,such as mismatches with residents health service needs,shrinking capacity and serious patient losses.The formation of supply and demand service‘stickiness’is a key path to promote patient primary care,maintain the sustainable development of the primary health service system,and improve the health of rural residents from a micro perspective,and it is also an important means to address the many challenges of the development of rural primary health care in the new era.Through the case study of X Township Health Center in Qianjiang District,Chongqing,this study found that the health centre was once caught in the difficulties of patient outflow,backward assessment and development restrictions,but in recent years,the institution has turned passivity into initiative,and gradually formed the service‘stickiness’between supply and demand by optimizing the service contact process and improving the perceived quality of the residents.The formation of supply and demand‘stickiness’is not only conducive to the retention of patients and the enhancement of health management,but also increases the income of primary health care institutions and promotes their sustainable development,which provides valuable practical experience for the transformation and development of primary health care.

关 键 词：服务接触 供需粘性 基层卫生服务 健康共治 

分 类 号：R197[医药卫生—卫生事业管理]