影响预防保健所和谐服务关系的因素及对策

Factors affecting harmonious service relationship in preventive care centers and countermeasures

目的：调查和探讨影响预防保健所和谐服务关系的因素，并针对不稳定因素进行研究，探寻能够改善服务关系的有效对策，以便于指导工作更好地进行，提高预防保健所的医疗水平。方法通过问卷调查，收集2013年2～12月深圳市宝安区沙井预防保健所进行体检的240名体检者对体检过程中的体检秩序、护士抽血技术等项目的满意度；通过对预防保健所130名患者和43名医护人员发放问卷，调查出预防保健所存在的问题。结果预防保健所和谐服务关系的因素，一个是患者候检的时间和候检的环境，另一个关键因素则是医生的责任心和服务态度。结论总结在对患者进行预防医疗工作中的问题，针对问题采取相应的措施，规范和完善相关制度并严格执行，有利于构建和谐的服务关系，得到社会的认可，提高群众的满意度。

Objective To investigate and discuss the factors affecting harmonious service relationship in preventive care centers and to study unstable factors and explore effective countermeasures to improve service relationship so as to guide work implementation and improve the medical level of preventive care centers. Methods A questionnaire survey was conducted to collect the satisfaction toward the order of physical examination and blood drawing techniques of nurses by 240 people who received physical examination in our preventive care center from Feb to Dec 2013. Questionnaire survey was conducted on 130 patients and 43 medical staffs in our preventive care center to investigate problems existing in the preventive care center. Results Factors affecting harmonious service relationship in the preventive care center included waiting time and waiting environment of physical examination and responsibility and service attitude of physicians. Conclusion Problems existing in preventive medical services should be summarized to take corresponding measures and regulate,improve and strictly implement related mechanisms so as to facilitate establishment of harmonious service relationship,receive social recognition and improve public satisfaction.