医疗服务体验和满意度监测结果对社区卫生服务质量管理的启示

利用北京市某社区卫生服务中心和服务站的患者体验和满意度监测调查资料,分析社区卫生服务机构患者的就诊时间、健康危险因素和从医生处获得所需信息、机构环境和设施以及患者对医生服务的评价等代表性问题,通过访谈该社区卫生服务中心主任,探讨问题出现的原因,并针对性地提出顺应政策、扩大服务范围、环境整治和设施建设、医务人员技能培训及加强沟通的改进建议。

Implications on Community Health Quality Management: A Lesson from Patient Experience and Satisfaction Survey about General Practice Quality

Based on findings of patient experience monitoring on general practice and community health services in a community of Beijing,discussion implications for improving quality of community health care.Main findings were related to frequency of community health visit,health behaviors,information provided by community health staff,facility and environment,and patient opinions on doctor's services.Researchers discussed with community health managers,and tried to find out explanation and interpretation of the findings.Research findings provided strong support to manager's evidence-based quality improvement planning.New quality initiatives have been designed,including strengthening community health for satisfying community need and responding health reform policies,extending community health as comprehensive services,improving facility and environment,improving vocational training on skills of providing community health care,and strengthening patient-doctor communication.