福州市居民对社区卫生服务的满意度与反应性评价

Satisfaction and Responsiveness of Fuzhou Inhabitants to Community Health Services

目的了解福州市居民对社区卫生服务的满意度与反应性。方法采用概率抽样与非概率抽样相结合方法,对福州市28家社区卫生服务中心辖区居民进行入户问卷调查。纳入本研究的调查对象为曾经利用过社区卫生服务且问卷有效的居民,共706人。结果居民对社区卫生服务的总体满意度较高,技术水平、治疗效果和服务态度对满意度影响较大;在反应性方面还有较大的提升空间,特别是卫生服务的可及性、交流和人格尊严等方面。结论福州市居民对社区卫生服务有较高的满意度,应采取综合措施来提高居民的反应性,以增强机构的竞争能力。

Objective To know the satisfaction and responsiveness of urban inhabitants of Fuzhou to community health services. Methods A combining method of probability and non - probability sampling was taken in carrying out questionnaire survey of inhabitants in 28 community health service （CHS） centers of Fuzhou city. The enrolled subjects were 706 inhabitants who had been ever received the CHS and whose questionnaires were efficacious. Results The general satisfaction of the inhabitants was higher, and the skill and attitude of the medical staff and the medical effects had a greater impact to the satisfaction. There was still a large space for raising responsiveness of CHS, especially on the availability, communication and personal dignity. Conclusion The inhabitants of Fuzhou city have a higher degree of satisfaction on CHS. A comprehensive measure should be taken to raise the responsiveness of the inhabitants so that to enhance the organizational competence.