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目的调查杭州市慢性病患者对社区卫生服务的满意度现状,了解现有社区卫生服务中存在的不足,并探讨患者满意度的影响因素,为社区卫生服务机构改善患者满意度提供建议和依据。方法采用随机抽样法,按患者档案号随机抽取2013年9月1日—2014年3月1日杭州市某大型社区卫生服务中心建档的651例慢性病患者,进行社区卫生服务满意度问卷调查,最终获得有效问卷610份,有效率为93.7%。采用Epidata软件录入数据和Stata 12.0统计学软件进行数据分析,使用描述性统计分析和单因素Logistic回归分析评估满意度及其影响因素。结果社区卫生服务满意度前3位的是医务人员服务态度、负担花费和就诊环境方面,分别为86.56%、82.79%、80.81%;满意度后3位的是医务人员主动讲解知识、技术水平和机构主动提供服务方面,分别为71.14%、73.28%、74.10%。Logistic回归分析结果显示,慢性病患者对社区卫生服务机构的满意度与退休前职业相关(P<0.05)。结论社区卫生服务中心应结合患者的自身特点,实施差异化服务,同时着力于提高医务人员技术水平,转变医务人员服务观点,加强沟通,提高患者对社区卫生服务工作的满意度。
Objective To investigate the status quo of CHD patients’ satisfaction with community health services in Hangzhou, understand the existing problems in community health services and discuss the influencing factors of patient satisfaction so as to provide suggestions and basis for community health service institutions to improve patient satisfaction. Methods A total of 651 patients with chronic diseases who were filing in a large community health service center in Hangzhou City from September 1, 2013 to March 1, 2014 were randomly selected according to the patient’s file number. The questionnaires of community health service satisfaction were collected. 610 valid questionnaires were finally obtained, with an effective rate of 93.7%. Epidata software input data and Stata 12.0 statistical software for data analysis, using descriptive statistical analysis and single-factor Logistic regression analysis to assess satisfaction and its impact factors. Results The top three of community health service satisfaction were medical service attitude, cost and treatment environment, accounting for 86.56%, 82.79% and 80.81% respectively. After the satisfaction, the medical staff took the initiative to explain the knowledge and technical level Institutional initiatives to provide services, respectively, 71.14%, 73.28%, 74.10%. Logistic regression analysis showed that the satisfaction of CHDs with community health service agencies was related to pre-retirement occupations (P <0.05). Conclusion The community health service center should implement differentiated services based on its own characteristics and at the same time make efforts to improve the technical level of medical staff, change the medical staff’s service perspective, enhance communication and improve patient satisfaction with community health services.