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目的调查并分析影响宁夏农村慢性病患者对基层医疗机构门诊服务满意度的因素,为卫生部门提供决策参考。方法采用分层随机抽样方法,抽取宁夏回族自治区海原、盐池、同心、彭阳、西吉五县作为样本县,县内按照经济状况分层抽取好、中、差的乡村,以户为单位进行基线调查及随访,本次研究在所有户中抽取2015年随访的1629名慢性病患者的门诊服务满意及需求数据进行分析。结果 1629名慢病患者对基层医疗机构总体门诊满意度较好,县、乡、村三级基层医疗机构的门诊满意度:县>乡>村。因子分析结果显示,影响慢病患者对基层医疗机构门诊服务满意度的因子:服务能力>服务环境。影响基层医疗机构门诊满意度的主要因素是药品齐全程度、设备先进程度及医生正确治疗疾病的能力,次要因素为等候时间、环境、医生态度是否礼貌和关心病人、医生是否仔细解释病情/病因及治疗方案。结论提高基层医疗机构投入,并以提升宁夏基层医务人员的医疗技术水平和医疗人才储备作为主要方向,解决慢性病患者对基层医疗机构门诊的需求,提高群众对于基层医疗机构门诊服务的满意度。
Objective To investigate and analyze the factors influencing the outpatient service satisfaction of patients with chronic diseases in rural areas of Ningxia, and provide the health department with decision-making reference. Methods A stratified random sampling method was adopted to extract five counties of Haiyuan, Yanchi, Tongxin, Pengyang and Xiji in Ningxia Hui Autonomous Region as sample counties. The villages in the county were selected according to the economic status, Baseline Surveys and Follow-Ups This study analyzed the out-patient service satisfaction and demand data of 1,629 chronic patients followed up in 2015 among all households. Results 1629 patients with chronic disease were generally satisfied with the overall outpatient clinic of primary medical institutions, and the outpatient satisfaction of primary medical institutions at county, township and village levels: County> Township> Village. The result of factor analysis shows that the factors that affect the satisfaction of outpatients in grass-roots medical institutions for chronic diseases are: service ability> service environment. The main factors affecting the outpatient satisfaction of primary medical institutions are the completeness of medicines, advanced equipment and the ability of doctors to treat diseases correctly. The secondary factors are the waiting time, the environment, the politeness of the doctors and the care of the patients. And treatment plan. Conclusions Increase the input of grass-roots medical institutions and improve the level of medical skills and reserve of medical personnel in grass-roots medical staff in Ningxia as the main direction to address the needs of patients with chronic diseases in outpatient clinics at primary-level medical institutions and enhance their satisfaction with outpatient service in primary medical institutions.