产科“一贯制”服务模式对孕产妇满意度的影响

目的探讨医院在实行产科＂一贯制＂服务管理模式后,以孕产妇满意度作为评价指标,研究服务模式转变对孕产妇满意度的影响。方法采用回顾性分析的方法随机选取2008年和2009年在同济大学附属第一妇婴保健院建卡产检的孕产妇,通过产科门诊、病房满意度问卷调查和孕产妇深度访谈的方式,比较产科＂一贯制＂服务模式实行前和实行后患者满意度的改变情况。结果实行＂一贯制＂服务后较实行＂一贯制＂服务前满意度总体平均分提高1.73分,差异有统计学意义（P〈0.05）。深度访谈提示孕产妇对＂一贯制＂服务满意度良好,并对满意度进行了主题凝练。结论 ＂一贯制＂服务模式的实行有助于提高孕产妇的满意度。

Study on the effects of the consistency-primary-service model on the satisfaction of pregnant and postpartum women

Objective To explore the effects of the consistency primary service model in obstetrics department on patients’satisfaction.Methods A comparison was made of the total score of satisfaction at different times before and after the consistency-primary-service model by means of questionnaire and interview.Results Patients’ overall and sub-item satisfaction of the new model was higher than before,with a statistical significance(P<0.05).Results obtained by visiting and discussing with patients also reflected a good satisfaction.Conclusions The consistency-primary-service model is helpful to the improvement of pregnant and postpartum women’s satisfaction and should be enhanced.