基于加权秩和比法的西安市基层妇幼保健服务质量满意度分析

Analysis on satisfaction of quality of maternal and child health care services in Xi'an city based on weight rank-sun ratio

目的探讨西安市基层妇幼保健服务质量满意度,为政府部门加强基层妇幼卫生服务建设、提高基层妇幼卫生服务质量和居民满意度提供科学依据。方法通过查阅文献、专家咨询等方法筛选11个服务指标,采用加权秩和比法对西安市基层妇幼保健服务质量满意度进行评价。结果通过对辖区居民满意度调查发现,西安市基层妇幼保健服务中就诊路程、健康教育和就诊流程得分最高,而检查费用、药品费用等诊疗费用满意度评分较低,说明基层妇幼保健服务的诊疗费用优势尚未体现。硬件设备和诊疗水平在满意度评价中处于中档,可见基层妇幼保健机构硬件建设和人员培训有待加强。结论西安市基层妇幼保健机构应该降低诊疗费用,充分体现诊疗费用低在基层就诊中的优势;在提高基层妇幼保健服务硬件建设投入的同时,加强技术人员业务培训,提高基层妇幼诊疗水平和服务质量;政府部门应该加大政策支持和经费保障力度,构建健康教育体系,提高健康教育工作质量。

Objective To explore the satisfaction of quality of primary maternal and child health care services in Xi＇an city,provide a scientific basis for government departments to strengthen the construction of primary maternal and child health care services,improve the quality and satisfaction of primary maternal and child health care services.Methods Eleven service indexes were screened by literature review,expert consultation,and other methods,weight rank-sun ratio was used to evaluate the satisfaction of quality of primary maternal and child health care services in Xi＇an city.Results The scores of distance of seeing a doctor,health education,and treatment process in primary maternal and child health care institutions in Xi＇an city were the highest;the scores of cost of medical service（examination cost and medicine expense） were low,which indicated that the advantages of cost of diagnosis and treatment of primary maternal and child health care services had not been realized.Hardware equipment and diagnosis and treatment level in the evaluation of satisfaction were in the mid-range,which showed that the hardware construction and personnel training needed to be strengthened in primary maternal and child health care institutions.Conclusion Primary maternal and child health care institutions in Xi＇an city should reduce the cost of diagnosis and treatment,fully reflect the advantages of low cost of treatment in primary treatment,improve hardware investment,strengthen technical training of staff,improve diagnosis and treatment level and quality of services.The government departments should enhance policy support and fund guarantee to build a healthy education system and improve the quality of health education.