社区卫生服务总体满意度影响因素分析

Influencing factors analysis of total satisfaction to community health service

利用自行设计封闭式调查问卷，对4102名社区居民调查社区卫生服务服务项目的知晓和利用情况以及对就诊环境、服务态度、沟通内容、诊疗技术的满意度和总体满意度。使用多元逐步线性回归（R2=0．542，F=471．6140，P=0．000）分析总体满意度的影响因素，探讨改进工作的优先项目。提升总体满意度因素：①沟通内容、诊疗技术、服务态度和就诊环境满意度每提高10％，总体满意度分别增加2．44％、2．50％、2．47％和0．98％；②曾接受家庭病床、康复服务和慢病管理服务者分别增加2．33％、1．60％和0．85％；③知晓计划生育生殖健康服务者提高0．94％。降低总体满意度因素：①子女进行过预防接种者降低1．68％；②曾建立了健康档案者下降1．13％。提示要提高社区卫生服务满意度，应优先提高诊疗技术、沟通水平和服务态度，发展特色服务。

Site surveys were conducted with a self-designed questionnaire for 4102 urban residents regarding their awareness and utilization rate of service projects and satisfaction （total satisfaction, medical environment, service attitude, content of communication and diagnostic ＆ therapeutic modalities）. The influencing factors of satisfaction were analyzed by multiple linear regression analysis. The factors of improving total satisfaction were as follows： ①When content of communication, diagnostic ＆ therapeutic modalities, service attitude and medical environment improved 10%, total satisfaction rose by 2. 44%, 2. 50%, 2.47% and 0. 98% respectively; ② Utilization rate rose by 2. 33%, 1.60% and 0. 85% respectively if they accepted home care services, rehabilitation services and chronic disease management services ; ③Total satisfaction rose by 0. 94% if they became aware of family planning and reproductive health services. And the factors of reducing total satisfaction were as follows： ① total satisfaction declined by 1.68% if their children accepted preventive vaccination services. ②total satisfaction declined by 1.13% if the respondents maintained their health records.