山东省三城市社区卫生服务机构反应性调查

Study on Patients'responsiveness Com munity Health Service of Three Cities in Shangdong Province

目的通过对山东省三城市社区就诊患者的反应性调查及影响因素分析,为社区卫生服务管理和卫生行政部门决策提供科学依据。方法通过自主设计患者反应性调查问卷,分别对山东省济南、青岛和淄博三城市社区卫生服务机构就诊患者反应性进行出口处问卷调查,并通过描述性及单因素、多因素分析方法对收集的资料进行统计分析。结果山东省三城市社区卫生服务患者反应性水平指数原始值为7.348,总体评价为7.410;患者反应性分布指数为0.717,分布不均衡;通过方差分析发现文化程度、人均月收人、就业状况和医疗保障形式对患者反应性存在影响;患者反应性与总体满意度存在一定的相关性,其中尊严、交流、基础设施质量和选择性对总体满意度存在影响。结论山东省三城市社区就诊患者反应性总体水平较好,但还有较大的提升空间,应通过增加投入、加强内部管理、树立以病人为中心的理念等手段来提升患者反应性,促进社区卫生服务的健康、快速发展。

OBJECTIVE To provide a scientific basis for community health service management and health administration decisionmaking by surveying and analyzing the factors of the patients＇ responsiveness of Shandong Province. METHODS To survey the community health service patients＇ responsiveness in three cities of Jin＇an, Qingdao and Zibo in Shandong Province by our own designing questionnaire, and statistically analysis the collecting information through descriptive, single-factor and multi-factor methods. RESULTS The patients＇ responsiveness to the original level of the index value is 7.348, 7.410 for the overall assessment, patients＇ responsiveness index for the distribution of 0.717 in Ji＇nan, Qingdao and Zibo in Shandong Province. Through analysis of variance found that the factors influencing the patients＇ responsiveness are the educational level, on per capita income, employment status, and the form of health care, there is a certain relationship between patients＇ responsiveness and satisfaction, in which the dignity exchange, infrastructure quality and selectivity influenced on the overall satisfaction.CONCLUSIONS The patients＇ responsiveness is with a well overall level of community health service in three urban communities in Shandong Province, but also has a larger room to improve. It can be improved by increasing investment and strengthening internal management, establishing a patientcentered philosophy, so to promote community health services healthy and rapidly.