成都市新都区居民对社区卫生服务满意度调查及影响因素分析

目的 了解成都市新都区居民对社区卫生服务的满意度并分析其影响因素.方法 选取成都市新都区17个社区卫生服务机构,随机抽取14个社区卫生服务机构,每个机构内完成定点30个拦截调查.采用10分制为满意度评分.用SPSS 21.0 软件对416份有效问卷进行分析,统计学方法采用因子分析、多重线性回归等.结果 总体满意度评分为(7.68±1.39)分.医务人员交流、解释情况评分最高,为(8.04±1.23)分,疹疗收费合理性评分较低,为(7.10±2.12)分.分析结果显示,对总体满意度的影响大小依次是医务人员服务态度因子、诊疗服务流程合理性因子和诊疗收费合理性因子等.结论 成都市新都区居民对社区卫生服务机构总体满意情况一般,但医务人员满意度较高.社区卫生服务机构应改善社区卫生服务机构硬件条件,有效降低诊疗费用,建立社区卫生服务机构自我特色,提高社区卫生服务质量等.

A Survey on the Residents′ Satisfaction Towards Community Health Service in Xindu District of Chengdu and Analysis of Its Influencing Factors

Objective To investigate the residents′ satisfaction towards the community health service in Xindu District of Chengdu and analyze its influencing factors. Methods 14 out of the 17 community health service institutions in Xindu District of Chengdu were randomly selected to conduct 30 interception surveys respectively in each institution. The 10-point system was used to score the satisfaction. The methods such as the factor analysis, and multiple linear regression analysis were adopted to analyze the 416 valid questionnaires with the help of the software SPSS 21.0. Results The overall score of residents′ satisfaction was (7.68±1.39) points. The average score of the satisfaction towards the communication and intereretation of medical staff was (8.04±1.23) points and it was the highest, while that towards the cherge rationality of diagnosis and treatment was (7.21±2.02) points and it was the lowest. The results showed that the factors of influencing the overall degree of residents′ satisfaction were listed in descending order as the service attitude of medical staff, the rationality of the diagnosis and treatment service flow, and the charge rationality of diagnosis and treatment . Conclusion The overall residents′ satisfaction towards the community health service in Xindu District of Chengdu is average, but the satisfaction towards the medical staff is relatively great. The community health service institutions should improve the facilities,lower the charge of diagnosis and treatment,build up their own features,and ameliorate the service quality.