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目的了解儿童家长对预防接种规范化门诊服务的满意度,为提高预防接种服务质量提供参考。方法以当前中国社区卫生/全科医学服务病人满意度测量工具为模板,设计儿童家长调查问卷,2014年2月至6月,在北京市西城(南)区8家预防接种规范化门诊选择1 000位儿童家长,时北京市西城(南)区的预防接种规范化门诊的服务满意度进行评价。结果儿童家长对预防接种规范化门诊整体服务、卫生环境和门诊时间“满意”和“非常满意”的分别占93.3%(914/980)、86.8%(851/980)和75.6%(741/980);不同性别、年龄、文化程度、与儿童的关系及户籍的儿童家长对预防接种规范化门诊总满意率比较差异均有统计学意义(x~2值分别为68.523、70.303、29.790、51.719、9.367,均P<0.05);经Logistic多因素分析结果显示:家长性别、门诊环境、解释知情同意书、询问儿童健康状况、医生接受咨询时的态度、儿童未留观30分钟医生是否劝阻以及询问接种后状况7个因素是影响家长对接种门诊满意度的因素(x~2值分别为21.042、18.544、8.830、11.529、32.720、13.650、5.038,均P<0.1)。结论儿童家长对北京市西城(南)区预防接种规范化门诊总体服务满意度较高,尤其是在接种前和接种后的告知方面;但仍存在需要改善卫生服务质量和水平的环节。门诊整体环境和人性化的卫生服务是影响总满意度的最主要因素。
Objective To understand the satisfaction of parents of children in standardized outpatient vaccination services and provide references for improving the quality of vaccination services. Methods Based on the current questionnaire of patient satisfaction of community health / general medical services in China, a questionnaire was designed for children’s parents. From February to June 2014, 8 outpatient vaccination clinics in Xicheng (South) District of Beijing were selected as 1 000 Children’s parents, when the Beijing Xicheng (South) area of immunization standardized service evaluation of service satisfaction. Results The parents of children received 93.3% (914/980), 86.8% (851/980) and 75.6% (914/980) of the services, health environment and outpatient service of “standardized vaccination” 741/980). There were significant differences in the total satisfaction rate of standardized vaccination clinic among children with different sexes, ages, educational level, relationship with children and parents of children (x ~ 2 values were 68.523,70.303,29.790, 51.719, 9.367, all P <0.05). Logistic multivariate analysis showed that the parents did not discourage the doctor for 30 minutes because of their parents’ sex, outpatient environment, interpretation of informed consent, child’s health status, doctor’s attitude when receiving counseling, And asked about the situation after inoculation. Seven factors were the factors influencing parents’ satisfaction with vaccination clinics (values of x ~ 2 were 21.042, 18.544, 8.830, 11.529, 32.720, 13.650 and 5.038, all P <0.1). Conclusion The parents of children are more satisfied with the overall service of standardized vaccination clinics in Xicheng (South) of Beijing, especially before and after vaccination. However, there is still a need to improve the quality and level of health services. Outpatient overall environment and human health services are the most important factors affecting the total satisfaction.