城市社区卫生服务患者满意度评价指标体系构建研究

Studying on the construction of index system for evaluating the patients' degree of satisfaction on urban community health services

目的:城市社区卫生服务满意度评价指标体系的构建的指导思想是:根据国务院新医改方案要求,通过课题小组的设计和专家咨询,形成指标体系,达到可行性、前瞻性、科学性的目标。方法:采用头脑风暴法、德尔菲法、层次分析与实证研究等方法。结果:形成7个一级指标,42个二级指标的量表,本量表总的Chronbach,sα系数为0.945>0.7,量表的分半系数为0.876>0.7。服务质量与诊疗价值的权重系数较高。居民对社区卫生服务的态度和侯诊时间满意率较高,而对全科医生水平、设备配备、诊疗费用、药品价格等问题满意率不高。讨论与建议:本研究较为规范,其设计量表的信度和效度都比较高。应当给予卫生服务过程中的服务质量和诊疗价值较高的权重。从目标城市看,应加强硬件建设和提高政府对社区卫生机构的投入。

Objective To develop a feasible,prospective and scientific index system for evaluating the patients＇ degree of satisfaction on urban community health services.Methods Methods of brainstorming,Delphi method,level analysis and empirical research were used to study the index system.Results A scale with 7 first-level indicators and 42 second-level indicators was obtained,which Cronbach＇s α coefficient was 0.945,while its split-half coefficient was 0.876.The weight coefficients of factors of service quality and therapy value were high.The residents felt satisfied with medical staffs＇ attitudes and queuing time,but not satisfied with the capability of general practitioners,equipment allocation,medical costs and medicine prices.Conclusion The validity and reliability of the designed scale was high.Factors of service quality and therapy value during health services should be valued higher weight coefficients.And hardware construction and financial input to community health centers should be improved by the government.