深圳市社区卫生机构绩效评估的“服务金三角”模型分析

Analysis of the Service Triangle Model on the Pe rformance Appraisal of Shenzhen Community Health Organization

为客观反映深圳市社区卫生服务取得的成绩和存在的问题,社区卫生机构绩效评估组利用"服务金三角模型"分析了2010年度社区健康服务整体管理评估的结果。结论是深圳社区卫生机构的服务策略多样化极大完善了社区卫生服务体系的构建,服务队伍的专业化逐步适应居民对社区健康服务的需求和利用,服务组织的规范化有效提高了社区健康服务质量与安全,社区居民的满意度逐年提高。建议坚持社区卫生机构的院办院管,健全管理架构,加强社区卫生机构标准化建设,以建立家庭医生责任制和规范全科医学临床技能训练为手段,积极培育行业组织和推动居民健康卡工程,继续提高社区居民的服务满意度。

In order to reflect the achievements and problems of Shenzhen community health service,community health institution performance appraisal group analyzed the result of community health service overall management appraisal in 2010 based on service tri-angle model.It is concluded that the variation of Shenzhen community health institution service strategy perfects the construction of community health service.The professional service troops suits the requirement and application of community health service gradually.The regulation of service organization enhance the quality and safety of community health.And community residents＇ satisfaction in-creases year by year.It is suggested that community health institution should be organized and managed by hospitals,the management construction be perfected,the standardization construction of community health institution be enhanced,the organization be trained and residents＇ health card project be promoted through the establishment of family doctor responsibility and regulating full medical clinical skill training,and the service satisfaction of community residents be enhanced.