南京市社区卫生服务利用情况和满意度调查

Utilization Situation and Satisfaction of Community Health Services in Nanjing City

目的了解南京市居民对社区卫生服务的利用情况和满意度。方法采用分层随机抽样方法 ,在2007年底和2008年底分别对1302名和1409名社区卫生服务利用者进行问卷调查,监测和评价其对社区卫生服务的利用情况和满意度。结果居民到社区卫生服务机构多为病伤诊治和购药,2007年和2008年分别为71.04%和72.82%,其他服务利用较少;自感病轻时选择社区卫生服务机构作为首诊机构的比例最高,2007年和2008年分别为62.37%和71.84%。居民对社区卫生服务机构的满意度较高,其中方便性满意度最高,2008年达到95.60%;对设备设施和药品价格的满意度较低,2007年仅为65.36%和50.92%;2008年各满意度指标较2007年均有显著提高,差异有统计学意义(P<0.001)。结论社区卫生服务机构应主动开展宣传和公共卫生服务,同时提高医疗水平,改善设备设施,降低服务价格和药品价格是提高满意度的关键。

Objective To learn the utilization situation of community health service （CHS） and the patients satisfaction to the institutions in Nanjing city. Methods Stratified random sampling method was taken in selecting 1 302 and 1 409 municipal residents in Nanjing at the ends of 2007 and 2008 to complete the questionnaire survey. Results The residents went to the CHS institutions generally for diagnosis and treatment of disease or trauma, and for the purchase of drugs, which accounted for 71.04% and 72. 82% respectively in 2007 and 2008. The other service items were rarely utilized. Some 62. 37% and 71.84% （2007 and 2008 ） of the residents chose CHS as the first choice when they felt the sickness light. The overall satisfaction to CHS institutions was higher, especially that in accessibility, being the highest and up to 95.60% in 2008, but the satisfaction in equipment and drug price was lower, being 65.36% and 50. 92% respectively in 2007. There was a significant improvement in satisfaction to the CHS institutions in 2008 （ P 〈 0. 001 ） . Conclusion The CHS institutions should positively develop the publicity and service, raise the medical skills, improve the equipments, decrease the price of service and drugs, which is the key to raise the satisfaction.