天津市家庭医生团队服务能力现况调查与分析

目的调查天津市家庭医生团队服务能力现况，为完善相关政策提供依据。方法采用质性研究与问卷调查相结合的方法展开调查，建立家庭医生团队服务能力评估模型，依据模型与调查数据对天津市家庭医生团队服务能力现况进行评估。结果重点人群满意度较高，相关制度体系与团队协作服务模式运行顺畅，服务团队已与居民建立良好关系。按照5级评分，重点人群满意度、团队协作两个指标5分，与居民关系、制度完善程度、职责明确程度3个指标4分，服务内容满足度、终身学习与支持系统、绩效合理性3个指标3分，居民需求满足度、人力资源数量满足度、团队服务能力自评3个指标2分，与上级医院关系紧密度1分。结论天津市家庭医生签约服务已取得一定成效，但服务能力水平与居民需求尚存在一定差距。建议从创新服务模式，提升家庭医生团队岗位胜任力和自我效能感等方面，多角度探索家庭医生服务能力提升策略。

Survey on the Service Capacity of Family Physician Team in Tianjin

ObjectiveTo investigate the service capacity of family physician team in Tianjin, and to provide evidence for improving relevant policies. MethodsThe qualitative research and questionnaire survey were combined to carry out the investigation, and the evaluation model of family physician team service ability was established. Based on the model and survey data, the current situation of family physician team service ability in Tianjin was evaluated.ResultsKey groups had a high satisfaction level, the relevant system and team cooperation service mode operated smoothly, and the service team had established a good relationship with residents. According to the five-level-score, two indicators of key people's satisfaction and teamwork were 5 points; three indicators of relationship with residents, degree of system perfection, degree of responsibility clear were 4 points; three indicators of service satisfaction level, lifelong learning support system, and performance rationality were 3 points; three indicators of residents demand satisfaction degree, quantity satisfaction of human resources, and self-assessment of team service ability were 2 points; and closeness with superior hospital was 1 point.Conclusion The family physician contract service in Tianjin had made some achievements, but there was still a gap between the service ability and the needs of residents. It was suggested to explore the strategies to improve the service ability of family physician from multiple perspectives from the aspects of innovating service mode, improving position competence and self-efficacy of family physician team.