天津市河北区预防接种服务满意度调查及相关因素分析

Investigation on satisfaction toward immunization services and analysis on related factors in Hebei District of Tianjin City

目的分析天津市河北区儿童家长对预防接种服务的硬件和软件满意度的评价及其影响因素,为进一步完善预防接种门诊规范化建设提供依据。方法 2014年对全区10家预防接种门诊随机抽取50名儿童家长,调查儿童基本信息以及对预防接种服务的满意度评价,对调查结果进行统计学分析。结果 1 000名调查对象对预防接种门诊的整体满意度为94.7%。其中对硬件满意度居前3位的分别为卫生状况、位置便捷以及接种流程,分别为96.6%、96.5%和96.3%;对儿童娱乐设施满意度较低,仅为85.7%。对软件满意度居前3位的分别为接种技术、预约方式以及服务态度分别为100%、96.6%和96.0%;对等待时间和宣传咨询的满意度较低,分别为90.5%和91.4%。影响调查对象满意度的因素是母亲职业以及父母的文化程度,母亲职业为行政干部和公司职员的满意度明显高于母亲为家务待业以及其他;父母文化程度越高,满意度越高。结论居民对预防接种满意度评价较高,但在等待时间和宣传咨询方面仍需改进和完善。

[Objective]To analyze the satisfaction evaluation results on hardware and software of immunization services in children＇s parents in Hebei District of Tianjin City, explore the influencing factors, and provide evidence for improving the standardized construction of vaccination clinic.[Methods]50 children＇s parents were randomly selected from 10 vaccination clinics respectively in Hebei District in 2014, to investigate the children＇s basic information and satisfaction evaluation on immunization services,and the survey results were analyzed statistically. [Results]The overall satisfaction toward immunization services of 1 000 parents was 94.7%. For the hardware, the top three items with higher satisfaction were sanitary status, convenient location and vaccination process, which the satisfaction rate was respectively 96.6%, 96.5% and 96.3%, while the satisfaction toward recreational facilities for children was the lowest, which was only 85.7%. As for the software, the top three items with higher satisfaction were vaccination technology, appointment ways and service attitude, which the satisfaction rate was respectively100%, 96.6% and 96.0%, while the satisfaction toward waiting time and publicity/consultation was the lowest, which was 90.5%and 91.4% respectively. The main factors that influenced the satisfaction were mother＇s occupation and education level of parents.The satisfaction of mothers who were administrative cadres was higher than that of mothers who were unemployment or engaged in other occupations. The parents with higher education level showed higher satisfaction. [Conclusion]The satisfaction toward immunization services is high among children＇s parent. However, the waiting time, publicity and consultation needs to be further improved.