浙江省居民社区卫生服务满意度及其影响因素调查研究

目的了解浙江省居民对社区卫生服务的满意度及其影响因素。方法根据2018年上半年浙江省各市GDP排行榜,按照经济水平高、中、低选取3个地区(杭州市、嘉兴市、丽水市),于2019年7—10月在3个地区采用目的抽样的方法选取3个社区卫生服务中心,针对其门诊就诊患者进行服务满意度调查。本研究运用患者满意度调查问卷简易版本(PSQ-18)对受访居民进行问卷调查。采用多因素logistic回归分析满意度的影响因素。结果共发放问卷464份,回收有效问卷429份,有效回收率为92.46%;其中杭州市112份,嘉兴市159份,丽水市158份。居民对社区卫生服务的总体满意度得分为(4.22±0.59)分,满意率为85.8%(368/429)。3个地区中丽水社区卫生服中心的总体满意度得分最高为(4.28±0.51)分,满意率为88.7%(140/158)。居民对技术服务质量、医生人际交流能力、医患沟通水平、服务经济性、服务时效性、服务可及性的满意度分别为(3.99±0.57)、(4.10±0.77)、(4.27±0.56)、(3.54±0.84)、(4.13±0.68)、(3.88±0.55)分,满意率分别为59.6%(256/429)、79.4%(340/429)、86.3%(370/429)、43.6%(187/429)、78.9%(338/429)、50.3%(216/429)。多因素logistic回归分析结果显示,技术服务质量、医生人际沟通交流能力、医患沟通水平及服务可及性是居民对社区卫生服务满意度的影响因素(OR值分别为3.734、2.928、7.732、4.275;P<0.05)。结论浙江省居民对社区卫生服务的总体满意度较高,技术服务质量、医生人际沟通交流能力、医患沟通水平及服务可及性是总体满意度的影响因素。

Satisfaction degree and related factors of community health services among residents in Zhejiang province

Objective To analyze the satisfaction degree and related factors of community health services among residents in Zhejiang province.Methods A service satisfaction survey was conducted during July to October 2019;using purpose sampling method three community health service centers were selected as survey sites in Hangzhou,Jiaxing,and Lishui cities,representing high,medium,and low economic development levels in Zhejiang province.The short-form Patient Satisfaction Questionnaire(PSQ-18)was used in the survey.SPSS 19.0 was adapted for data analysis,and multivariate logistic regression was applied use of analyze the affecting factors of satisfaction.Results A total of 464 questionnaires were distributed,and 429 valid ones were returned with a response rate of 92.46%.Among them,112 were from Hangzhou,159 from Jiaxing,and 158 from Lishui.The overall satisfaction score of community health services was(4.22±0.59),and the satisfaction rate was 85.8%(368/429).Among the three cities,the overall satisfaction score in Lishui was the highest(4.28±0.51)with a satisfaction rate of 88.7%(140/158).The satisfaction scores of service quality,doctors'interpersonal communication ability,doctor-patient communication level,economic efficiency of service,timeliness of service,and accessability of service were(3.99±0.57),(4.10±0.77),(4.27±0.56),(3.54±0.84),(4.13±0.68)and(3.88±0.55);the satisfaction rates of those items were 59.6%(256/429),79.4%(340/429),86.3%(370/429),43.6%(187/429),78.9%(338/429)and 50.3%(216/429),respectively.Multivariate logistic regression analysis indicated that the quality of service,doctors'interpersonal communication ability,doctor-patient communication level and accessability of service were the affecting factors of the residents'satisfaction to community health services(OR=3.734,2.928,7.732,4.275;P<0.05).Conclusion The residents of Zhejiang province have a high overall satisfaction with community health services.The quality of service,doctors'interpersonal communication ability,doctor-patient communication level and accessability of service are the affecting factors of the overall satisfaction degree.