社区卫生服务机构门诊医疗服务项目及其质量管理满意度分析

Analysis on the outpatient medical service content and the degree of satisfaction in medical quality management in community health services

目的:通过对武汉市社区卫生服务机构工作人员对门诊医疗服务的内容、专业培训和医疗质量管理满意度的调查与分析,提出完善门诊医疗服务内容与质量管理的相关建议。方法:随机抽取武汉市6家社区卫生服务机构,进行整群抽样,对所有工作人员共310名进行问卷调查。结果:建立健康档案、家庭医生服务、常见病多发病治疗和健康教育咨询被认为是最重要的门诊医疗服务;对岗位培训、继续教育培训和进修培训的满意度均低于70%,仅有46.2%的被调查者认为培训对自己有较大的提高;医疗质量管理中,药房划价准确率管理、医德医风教育和辅助检验科室报告准确率管理满意度最高,均高于82%,满意度最低的为工作流程及制度的建立、职责的落实和绩效考核制度,均低于70%。结论:在社区卫生服务机构门诊医疗质量的管理中,要把握好门诊医疗服务的重点,对员工的培训要有目的性和针对性,同时应将优化工作流程,建立科学的管理制度和绩效考核机制作为提高社区卫生机构门诊服务质量重点。

A survey and analysis were conducted on the outpatient service content and the satistactlon ot protesslonal tram- ing and medical quality management in community health services institutes to put forward advice to improve outpatient medical quality man- agement. Methods： Applying the cluster sampling method, 6 community health service institutions in Wuhan city and a total of 310 employees were selected to accept the questionnaire survey. Results： Setting up health files, family doctors service, common diseases diagnosis and treat- ment, health education consultation are considered to be the most important programs of outpatient medical treatment service; the degree of satisfaction of professional training, continue education training and further study training are less than 70%, only 46.2% of the people surveyed think the training have greatly improved their ability; The degree of satisfaction in pharmacy price management, medical ethics education me- thods and auxiliary inspection department report accuracy are the highest, the proportion of people choosing them are more than 82%, and the degree of satisfaction in work process and system establishment, responsibilities implement and the performance assessment system are the lowest, the proportion of people choosing them are less than 70%. Conclusion： In the outpatient medical quality management of community health services, we should focus our work on the the key points of outpatient medical service and train staff with purpose and pertinence, and we also should optimize work process, establish scientific management system and performance assessment system.