北京市某区居民社区卫生服务满意度调查及影响因素研究

Satisfaction degree and influence factors of community health service in a district in Beijing

目的本研究以北京市某区居民为调查对象,调查其社区卫生服务认知度、使用度及满意度情况,并分析影响因素。方法本研究涉及北京市某区居民500人,随机拦截该区全部社区卫生服务中心周边及附近小区内居民进行问卷调查。本次调查共发放问卷500份,回收问卷500份,问卷回收率100.00%,回收问卷中有效问卷479份,数据有效率为95.80%。应用统计软件SAS 9.3对479份有效问卷进行分析,认知度、使用度、满意度情况采用描述性方法分析。影响因素分析采用多元线性回归方法分析,检验水准设为0.05。结果本次调查居民平均年龄为57.74岁。调查发现,预防接种(4.39±1.64)认知度得分最高,基本医疗服务(3.18±2.41)使用度得分最高,家庭医生式服务(4.76±0.43)满意度平均得分最高。就诊次数、户口类型、文化程度、疾病首诊机构为居民社区卫生服务认知度的影响因素,年龄、性别、就诊次数、户口类型、医疗保险类型、是否患有慢病、疾病首诊机构为居民社区卫生服务使用度的影响因素,年龄、性别、医疗保险类型、疾病首诊机构为居民社区卫生服务满意度的影响因素。结论社区卫生服务中心为主要首诊机构,服务可及性较好;居民社区卫生服务认知度有所差异,使用度整体偏低;居民社区卫生服务满意度整体较好;认知度、使用度、满意度影响因素各有差异。

Objective To select the residents in one district of Beijing as the survey object and investigate their cogni- tion, usage and satisfaction degree of community health service, as well as analyze the influence factors. Methods Five hundred residents around community health service center and neighborhood were intercepted randomly. The questionnaire response rate was 100.00% ,data efficient rate was 95.80%. Four hundred and seventy-nine valid questionnaires were analyze with statistical software SAS （ version 9.3 ）. The situations of cognition, usage and satisfaction degree were ana- lyzed with descriptive method. Analyze the influence factors with multiple linear regressions. Results There were 479 residents in the survey, the average age was 57.74 years old. The survey found that vaccination （4.39 ± 1.64 ） got the highest score of cognition degree. Basic medical services（ 3.18 ± 2.41 ） got the highest score of usage degree. Family doc- tor service （4.76 ± 0.43） got the highest score of satisfaction degree. Visits number, account type, education degree,ini- tial clinical appeal were the influence factors of cognition degree. Age, sex, visits number, account type, insurance type, with chronic illnesses or not, initial clinical appeal were the influence factors of usage degree. Age, sex, insurance type, ini- tial clinical appeal were the influence factors of satisfaction degree. Conclusion Accessibility of community health serv- ice is fine. Scores of cognition degree in various index are different. Scores of usage degree in various index are low over- all. Scores of satisfaction degree in various index are good and the influence factors are different.