兰州市社区卫生服务患者满意度调查

Investigating Patients Satisfactory D egree of Community Health Service in Lanzhou

目的了解居民对社区卫生服务的满意程度,为进一步完善社区服务职能提供借鉴。方法自行设计调查问卷对兰州市七里河区社区卫生服务机构就诊的患者进行问卷调查。结果被调查居民对社区卫生服务机构基本满意的占63.69%。对医务人员对患者隐私的尊重、服务态度等的满意度较高(分别为89.05%、88.87%);不满意的服务项目主要为:设备环境差(14.78%)、技术水平低(11.31%)、不能赊账(8.94%)、服务手续烦琐(7.12%)和收费不合理(5.11%)。同时,乡镇居民对到社区卫生服务中心的方便程度、服务环境及设施、服务流程的合理性和费用方面的患者满意度低于城市街道居民(P<0.05)。结论患者对社区卫生服务机构总体上较为认可。应进一步改善社区卫生服务机构硬件条件,提高医护人员的技术服务水平。

OBJECTIVE To learn the satisfaction degree and of community health service, for further Improvethe community health service function. METHODS Investigation was performed in the community health service organization and of Qilihe District in Lanzhou, using self-designed questionnaire. RESULT 63.69% respondent was ＂satisfied＂. Respect for patient intimacy, service attitude satisfaction was highe than others （89.05%, 88.87%）.The dissatisfied services was facility（14.78%）, technological level（11.31%）, not on credit （8.94%） ,too many procedure（7.12%）, unreasonable charge（5.11%）. Meanwhile, the satisfaction of patients of comfort level, service facility and environment, service process and service charge in villages and towns community health service organization were lower than urban street community health service centre（P〈0.05 ）. CONCLUSION Generally speaking, patients were satisfied with the community health service institution. But medical equipment configuration and medical technical services of community health service remain to be further improved.