社区卫生服务满意度状况分析:基于签约的差异性比较

目的通过实证调查研究签约家庭医生是否促进居民对社区卫生服务满意度。方法采用两阶整群抽样方法抽取上海市虹口区三家社区卫生服务中心,分别是凉城新村街道社区卫生服务中心、广中路街道社区卫生服务中心和江湾街道社区卫生服务中心共2 120名居民作为研究对象,依托问卷调查,了解签约居民与未签约居民对社区卫生服务的满意度。结果签约居民对社区卫生服务更满意。在就诊环境、就诊设备、就诊体验、医疗技术和服务态度等方面均高于未签约居民。签约居民对就诊环境满意为95.52%、服务态度为94.25%和沟通顺畅为90.24%,未签约居民分别为86.1%、82.39%和78.69%,满意项目与签约居民的相同,但满意度均低于签约居民。结论较未签约居民而言,签约居民对社区卫生服务中心满意度更高。

Analysis on the Satisfaction Status of Community Health Services: Comparison Based on Contract Comparison

OBJECTIVE Through empirical investigations, it investigated whether contracted family doctors promote residents’ satisfaction with community health services. METHODS Two-level cluster sampling method was used to extract 2 120 residents of Liangcheng Xincun Street Community Health Service Center, Guangzhong Road Street Community Health Service Center and Jiangwan Street Community Health Service Center in Hongkou District. The questionnaire survey was conducted to understand the satisfaction of the contracted residents and unsigned residents on community health services. RESULTS Contracted residents were more satisfied with the community health services. The medical environment,medical equipment, medical experience, medical technology and service attitude were higher than those of unsigned residents. The contracted residents were 95.52% satisfied with the medical environment, the service attitude was 94.25%,and the communication was smooth at 90.24%. The unsigned residents were 86.1%, 82.39% and 78.69%, respectively.The satisfaction of the project was the same as that of the contracted residents, but the satisfaction was lower than the contracted residents. CONCLUSION Compared with unsigned residents, contracted residents were more satisfied with community health service centers.