北京市某社区卫生服务机构患者的体验监测调查分析

An Investigation of Patients' Experience on Using Community Health Services in Beijing

目的了解就诊患者对社区卫生服务质量的看法和态度,为持续改进社区卫生服务质量提供科学依据。方法采用澳大利亚RACGP全科医学服务质量监测工具,对北京市某社区卫生服务机构的就诊患者进行问卷调查。结果10.7%和25.7%的患者认为社区卫生服务提供了较好的儿童和老年人的服务设施。有超过50.0%的患者认为等候医生看病的时间过长、挂号室的工作人员的信息服务质量需要改善,特别是80.0%以上的患者认为应该提高医生给幼儿看病的能力。人际服务质量应该得到显著改善,特别是隐私保护和对患者的关怀。认为应该改善复查服务和转诊服务的患者分别为30.7%和22.7%。结论从患者的观点看,社区卫生服务的可及性和有效性需要进一步改善。应针对服务各个阶段的结构、过程和结果进行深入分析,并制定和实施相应的质量改进措施。

Objective To provide relevant evidence for improving quality of general practice through collecting and analysing patients＇ experiences and opinions.Methods A self-administered questionnaire investigation that made through localised Australian RACGP patients satisfaction questionnaire was carried out at a community health service centre and its stations in Beijing.Results There were 10.7% and 25.7% respondents suggested that facilities for children and aged patients in community health facilities as ＂good＂,＂very good＂ or ＂excellent＂.Half of respondents argued necessary of updating community doctor＇s knowledge and skills,especially,80% of them thought doctor＇s ability to deal with child patient need further improvement.More than 50% of patients made other complaints such as long waiting time,unfriendly attitude of the information desk staff.Inter-personal quality of care should be improved,especially,privacy protection and doctor＇s concerning on patient＇s illness.There were only 30.7% and 22.7% of patients rated follow up service and referral service as good,very good or excellent,respectively.It indicates that quality of pre and post general practice service need to be improved for better accessibility of both community service and specialist services.Conclusion From views of patients,accessibility and effectiveness of community health services are facing challenges.It is necessary of examining structure,process and outcome quality of community health care along with phases of before,during and after general practice services.To link with quality improvement,the monitoring should be allied with planning and implementation of community health quality initiatives.