无锡市新区社区卫生医疗服务满意度综合评价

Comprehensive evaluation of community health medical service satisfaction in Wuxi New District

目的了解无锡市新区居民对社区卫生医疗服务的满意度,为改善社区卫生服务中心的运营管理提供决策依据。方法应用TOPSIS法从居民对卫生服务可及性、就诊程序、服务态度、诊疗效果、就诊环境、服务价格、技术水平等7方面对2014年无锡市新区社区卫生医疗服务满意度进行综合评价,并结合RSR法进行分档。结果无锡市新区社区卫生服务医疗工作总体满意度为83.29%,满意度C值分档等级为"好"、"一般"、"差"的社区卫生服务中心分别占28.57%、57.14%、14.29%。结论无锡市新区社区卫生医疗服务成一般水平,尚有诸多方面亟需完善和提高。

Objective To investigate the satisfaction of the community health service centers（ CHCs） in Wuxi New District,so as to provide reference for strategies of improving the operation management of the service centers. Methods TOPSIS method was used to evaluate the residents satisfaction of community health medical service from the following aspects： accessibility of health service,medical procedures,service attitude,medical environment,medical effect,service price and technical level. Simultaneously,in association with RSR methods,the results were divided into different levels. Results The overall satisfaction of community health service in Wuxi New District was 77. 27%,and the C value of the file level of satisfaction was classified as ＂ good＂, ＂ general＂, ＂ poor＂ in community health service centers,accounted for 28. 57%,57. 14%,14. 29% respectively. Conclusion The satisfaction of community health medical service was at a general level,and many aspects need to be perfected and improved.