深圳市劳务工社区卫生服务反应性与满意度分析

Analysis on responsiveness and satisfaction at community health services for labors in Shenzhen

目的探讨深圳市劳务工社区卫生服务的反应性与满意度。方法自行设计反应性和满意度情况调查表，在社康中心随机调查678名外来务工人员，由经过培训的调查员面对面询问填写问卷。调查问卷内容包括调查对象的一般情况、社区卫生服务的反应性和满意度等。结果社康中心的“舒适性”、“尊严”较受认可，劳务工对医务人员的服务态度满意，对医疗费用不满意。尊严、自主性、舒适性与满意度的关系更为密切。结论在劳务工中开展社区卫生服务，必须提高反应性和满意度，特别要在选择性、自主性和医疗费用方面加强管理，以不断提高社康中心的竞争力。

Objective To probe into the responsiveness and satisfaction at community health services for labors in Shenzhen. Methods After the questionnaire on the responsiveness and satisfaction was designed, 678 labors admitted to the community health centers were randomly surveyed by the trained inquirers. The contents of the questionnaire included general information, responsiveness and satisfaction at community health services, etc. Results The degree of comfort and maintenance of patients＇ dignity in community health centers were more recognized, and patients were satisfied with the attitude of health care staff but not the medical cost. The dignity, autonomy and comfort were closely related with the satisfaction degree. Conclusion In order to develop community health services in labors and achieve continuous improvement in competitiveness, it is necessary to improve the responsiveness and satisfaction of community health services, especially in aspects of the medical cost. choice of providers, the patients＇ autonomy and the