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目的了解上海市医疗机构“青少年友好服务”(服务供方)的条件对服务对象(服务需方)评价结果的影响,为加强该服务体系建设提供依据。方法在上海市12个试点区的医疗机构(每区1家)对服务需方737人及服务供方12人进行问卷调查,分析医疗机构青少年友好服务门诊的条件对于服务需方评价的影响。结果服务需方对医疗机构的总体满意度达到93.71%,服务内容、服务态度以及服务形式和质量3个因子得分分别为(2.69±0.193)、(2.77±0.181)、(2.67±0.186)分;在控制了群内聚集性以及服务对象户籍后,提高或完善医疗机构青少年友好服务门诊管理层的支持(β=0.012,0.010,0.010)、服务过程的质量(β=0.020,0.016,0.016)以及政策与制度(β=0.008,0.009,0.008)对提高服务对象对于服务内容、服务态度以及服务形式和质量的评价存在影响,但对提高服务对象满意度无明显影响。结论改善医疗机构青少年友好服务管理层的支持、过程质量以及政策与制度水平等方面的服务水平,可有效提高提高服务需方的主观评价。
Objective To understand the influence of the conditions of Shanghai medical institutions “youth friendly service ” (service providers) on the evaluation results of clients (service providers), and provide the basis for strengthening the service system construction. Methods A questionnaire survey was conducted among 737 service providers and 12 service providers in medical institutions (one in each district) of 12 pilot districts in Shanghai to analyze the impact of the condition of service providers for adolescent-friendly service in medical institutions on service-demand evaluation. Results The total satisfaction of service providers with medical institutions was 93.71%. The scores of service contents, service attitude, service form and quality were (2.69 ± 0.193), (2.77 ± 0.181) and (2.67 ± 0.186) respectively. (Β = 0.012,0.010,0.010), the quality of service process (β = 0.020,0.016,0.016), and the support from the youth-friendly service outpatient management of medical institutions after controlling the group aggregation and household registration. The policy and system (β = 0.008,0.009,0.008) have an impact on improving the client’s evaluation of service contents, service attitude and service form and quality, but have no obvious effect on improving the client’s satisfaction. Conclusion Improving the level of service provided by the management support, process quality and policy and system level of the youth-friendly service management in medical institutions can effectively improve the subjective evaluation of service-demand-enhancing parties.