成都龙泉驿区居民对社区卫生服务满意度现状及其改进建议

The Community Health Service Satisfaction Status of Chengdu Longquanyi District Residents and Suggestions for Improvement

目的通过对成都市龙泉驿区社区居民进行调查,研究其对社区卫生服务满意度状况、存在的问题,分析其影响因素,为社区卫生服务全面、协调和可持续发展提供政策建议。方法在龙泉驿区每个社区卫生服务中心所在地随机抽取85位居民,对510位自愿参加调查问卷的社区居民进行定量和定性问卷调查。结果社区居民对社区卫生服务总体满意度为86.1%;单项满意度中,医护人员服务态度为91.4%,注意事项讲解为90.4%,就诊程序为89.2%,候诊时间为88.4%,就诊环境为78.6%,隐私保护为74.4%,医护技术水平为68.6%,药物价格为51.2%。结论居民对社区卫生服务满意度中,总体满意度较高,但单项满意度差别较大,最高与最低相差40个百分点。以居民满意度统领社区卫生服务发展;切实解决药品价格虚高;加强社区卫生人才培养、提高医护水平和质量;加强社区卫生服务机构内部管理、提高服务针对性等,是改进满意度的必由路径。

OBJECTIVE Through investigating the Longquanyi District＇s Community residents of Chengdu, research the satisfication of community health services status, existing problems, and analyze its influence factors, to provide the policy suggestion of comprehen- sive, coordinated and the sustainable development of community health service. METHOD It randomly selected 85 residents of each community health service center of Longquanyi District, quantitative and qualitative questionnaire survey were conducted among a to- tal of 510 voluntarily participated in the questionnaire of the community residents. RESULTS The community residents, health service satisfaction was 86.1%; satisfaction of staff service attitude was 91.4%, note to explain was 90.4%, the treatment program 89.2%, wait- ing time was 88.4% medical technology level of Doctors and nurses 68.6%, medical environment was 78.6%, privacy protec- tion74.4%, drug price was 51.2%. CONCLUSION The residents of the community health service satisfaction, overall satisfaction is higher, but the individual satisfaction difference, minimum and maximum difference of 40 percentage points. Improved satisfaction will by paths of resident satisfaction to guide the development of community health service; the practical solution of virtual high drug price; strengthen community health personnel training, improve the medical level and quality; to strengthen internal management and improve the service for community health service institutions etc.