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目的:研究社区卫生服务满意度综合评价方法,有利于提供更加科学、实用的社区卫生服务满意度综合评价方法。方法:分别以武汉、合肥、南昌三市社区卫生服务体系为研究对象,以2011年全国社区卫生服务体系常规检测报告数据为依据。满意率和反映性同属满意度综合评价指标,其中这两方面共包含11个指标,方便性、等候时间、就医环境、服务态度、尊重程度、设施设备、交流与解释、服务价格、药品价格、隐私保护、过度检查。在众多的指标中运用粗糙集中的知识分类思想和指标约简原理将重要指标提取出来,将提取出的重要指标进行重要度计算、确定指标权重,对社区卫生服务满意度综合评价,对评价结果的可靠性采用多元统计方法中的聚类分析进行检验。结果:结果分析得出这个城市各为一种类型。结论:社区卫生服务满意度综合评价依次为武汉得分最高,其次为合肥,最后是南昌。每项指标在评价指标体系中的重要性也不尽相同,优化与精简指标体系十分必要,可通过将不重要的冗余指标删除来实现,综合评价工作的关键在于对属性重要度的计算来客观的确定指标权重。
Objective: To study the comprehensive evaluation method of community health service satisfaction is conducive to provide a more scientific and practical comprehensive evaluation method of community health service satisfaction. Methods: Taking the community health service system of three cities in Wuhan, Hefei and Nanchang as the research object, based on the data of the routine test report of the national community health service system in 2011. Satisfaction rate and responsivity belong to comprehensive evaluation index of satisfaction, including 11 indicators, convenience, waiting time, medical treatment environment, service attitude, degree of respect, facilities and equipment, exchange and explanation, service price, Privacy protection, over-checking. In a large number of indicators using rough set theory of knowledge classification and index reduction principle to extract the important indicators, the importance of the extracted important index calculation, determine the index weight, community health service satisfaction comprehensive evaluation of the evaluation results The reliability is tested using cluster analysis in multivariate statistical methods. Results: The results show that the city is a type of each. Conclusion: The comprehensive evaluation of community health service satisfaction is the highest in Wuhan, followed by Hefei and the last in Nanchang. The importance of each index in the evaluation index system is not the same. It is necessary to optimize and streamline the index system. It can be achieved by deleting the unimportant redundancy index. The key to the comprehensive evaluation is the calculation of the attribute importance Objectively determine the index weight.