影响社区卫生服务中心就诊患者满意度的因素分析

Analysis on the influencing factors of satisfaction status of patients in the Community Health Service Center

目的：了解患者对社区卫生服务中心提供的各项医疗卫生服务满意度情况，为未来社区卫生服务中心的发展和改革提供数据支持。方法采用整群抽样方法对沈阳市9个社区卫生服务中心就诊患者481例进行问卷调查，用 SPSS 17．0统计软件进行统计分析。结果在社区卫生服务中心的医疗技术水平、治疗效果、提供预防保健服务、医护人员服务态度、所提供服务满足患者需要程度以及患者就诊放心程度等六大方面的调查显示，患者对医护人员服务态度满意度最高，满意和非常满意率达92．8％，而对提供的预防保健服务情况满意度最低，仅为67．7％。影响因素分析表明，患者的医疗保险种类是影响患者对社区卫生服务中心提供的各种服务满意度的重要因素，在医疗技术水平（χ2＝22．61，P ＜0．01）、治疗效果（χ2＝21．52，P ＜0.01）、提供预防保健服务（χ2＝14．35，P ＜0．05）、医护人员服务态度（χ2＝22．43，P ＜0．01）、所提供服务满足患者需要程度（χ2＝22．30，P ＜0．01）以及患者就诊放心程度（χ2＝17．81，P ＜0．01）等六方面差异均有统计学意义。此外，患者的年龄和文化教育程度也是影响就诊患者满意度的因素，不同年龄患者在治疗效果（χ2＝33．38，P ＜0．01）、提供预防保健服务（χ2＝24．43，P ＜0．05）、所提供服务满足患者需要程度（χ2＝26．55，P ＜0．01）以及患者就诊放心程度（χ2＝22．39，P ＜0．05）等四方面差异有统计学意义，不同文化程度在治疗效果（χ2＝15．79，P ＜0．05）、医护人员服务态度（χ2＝14．63，P ＜0．05）以及患者就诊放心程度（χ2＝13．50，P ＜0.05）等三方面差异有统计学意义。结论患者对社区卫生服务中心医护人员服务态度满意度最高，患者的年龄、文化程度和是否拥有医疗保险是影响患者满意度的主要因素。

Objective To investigate the satisfaction status of patients in the Community Health Service Center,and to provide the basis data for reform and development of the Community Health Service Center in future. Methods 481 patients and 9 Community Health Service Center in Shenyang were randomly recruited in this study by the cluster sampling survey.Several trained interviewers used questionnaires to collect requisite information.Results In the all community health professionals,including technical level,therapeutic efficacy,preventive health service, service attitude and requirement satiation,the trust status of patients was the highest,the rates of satisfaction and very satisfaction got to 92.8%.The satisfaction status for preventive health service was the lowest,only 67.7%.In analysis on influencing factors,medical insurance of patients was the important factor for their satisfaction status.There were significant differences in technical level （χ2 =22.61 ,P 〈0.01 ）,therapeutic efficacy （χ2 =21 .52,P 〈0.01 ）, preventive health service （χ2 =1 4.35,P 〈0.05）,service attitude （χ2 =22.43,P 〈0.01 ）,requirement satiation （χ2 =22.30,P 〈0.01 ）,the trust status of patients （χ2 =1 7.81 ,P 〈0.01 ）.In addition,age and education degree＆nbsp;also were the factors on the satisfaction status of patients.There were significant differences among different age group in therapeutic efficacy （χ2 =33.38,P 〈0.01 ）,preventive health service （χ2 =24.43,P 〈0.05 ）,requirement satiation （χ2 =26.55,P 〈0.01 ）,the trust status of patients （χ2 =22.39,P 〈0.05 ）.There were significant differences among different education degree in therapeutic efficacy （χ2 =1 5.79,P 〈0.05）,service attitude （χ2 =1 4.63,P 〈0.05）and the trust status of patients （χ2 =1 3.50,P 〈0.05）.Conclusion The satisfaction status of patients for service attitude is the highest and age,education degree and medical insurance of patients are the important factors influencing satisfaction status of patients.