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目的:了解兵团居民对卫生系统的反应性现状。方法:采取多阶段分层、整群随机抽样法,对兵团4 469户,13 126人进行家庭入户健康询问调查。结果:兵团就诊患者对投诉方便程度、治疗方案征求患者意见、费用查询方便程度、就诊设施和环境、医护人员解释清晰程度的反应性较差。住院患者对投诉方便程度、治疗方案征求患者同意、医护人员解释清晰程度、费用查询方便程度、所住房间相关设施等五个方面的反应性较差。兵团就诊者对就诊服务的满意率为38.4%,住院患者对住院服务满意率为36.1%。不论就诊者还是住院患者最不满意的方面表现为医疗费用高。结论:医务工作者应以病人为中心,政府应加强对卫生机构服务质量的监管,应重新审视和完善医院制度,提高居民对卫生系统的反应性。
Purpose: To understand the status quo of the residents of the Corps responding to the health system. Methods: A multistage stratified and cluster random sampling method was used to investigate the health inquiry of 4 469 households and 13 126 people in the Corps. Results: Corps visiting patients complained about the convenience, the treatment of patients seeking advice, cost convenience, medical facilities and the environment, medical staff to explain the clarity of the less responsive. The responsiveness of inpatients to the convenience of complaint, the consent of patients for treatment options, the clarity of medical staff explanation, the ease of cost inquiry, and the facilities related to housing were poor. The satisfaction rate of Corps Visitors to visiting services was 38.4%, and the satisfaction rate of inpatients to in-patient services was 36.1%. The most unsatisfactory aspects of the patients and inpatients were high medical costs. Conclusion: Medical workers should be patient-centered, and the government should strengthen the supervision of the quality of service provided by health agencies. The hospital system should be re-examined and perfected to improve the residents’ responsiveness to the health system.