上海浦东新区花木地区居民对社区卫生服务满意度的调查及其影响因素分析

Investigation of the satisfaction degree of residents on community health services and its influential factors in Shanghai Pudong Huamu area

目的调查上海浦东新区花木地区居民对社区卫生服务的满意度情况,了解社区卫生服务中存在的不足,并分析居民对社区卫生服务满意度的影响因素,为改善社区卫生服务质量提供科学依据。方法采用偶遇法,于2015年6月—2016年4月期间采用自行设计的调查问卷对花木地区的550名社区居民进行调查,获得有效回收问卷502份,有效回收率为91.27%。采用Epi Data软件录入数据和SPSS 19.0统计软件进行数据分析,采用Logistic回归分析对社区卫生服务满意度及其影响因素进行分析。结果在502名调查对象中,28名(5.58%)对社区卫生服务总体评价为非常满意,227名(45.22%)为满意,总体满意度为50.80%。社区居民对社区卫生服务满意度较高的有营业时间(74.70%)、就诊距离(76.90%)、科室设置(55.38%)、医生数量(54.19%)、隐私保护(69.12%)、药物质量(57.57%)及基本药物种类(55.77%),满意度较低的有候诊时间(39.04%)、服务态度(41.83%)、技术水平(43.82%)、解释交流(47.01%)、健康教育(46.02%)、药物价格(43.03%)和设备设施(44.02%)。Logistic回归分析结果显示,候诊时间(OR=1.672,95%CI:1.142~2.678)、服务态度(OR=2.948,95%CI:1.694~5.134)、技术水平(OR=1.923,95%CI:1.272~3.158)、解释交流(OR=2.399,95%CI:1.460~4.013)和药品价格(OR=1.574,95%CI:1.042~2.379)是影响居民对社区卫生服务满意度的独立危险因素。结论上海浦东新区花木地区社区居民对社区卫生服务满意度较高,但社区卫生服务中心应尽量缩短候诊时间,转变服务态度,提高技术水平,加强沟通,实现平民药品价格,进一步提高居民对社区卫生服务工作的满意度。

Objective To investigate the satisfaction degree of residents on community health services in Shanghai Pud- ong Huamu area and analyze the factors affecting health service satisfaction so as to know the disadvantages of community health services and provide evidence for improving the patients＇ satisfaction. Methods A total of 550 community resi- dents in Huamu area were investigated by using a self-designed community health service questionnaire from June, 2015 to April, 2016. And 502 valid questionnaires were obtained. The effective recovery rate was 91.27%. Data were ana- lyzed by EpiData software and SPSS 19.0 statistical software and the satisfaction and influential factors of community health service were analyzed by multivariate logistic regression. Results Among the 502 residents, 28 （5.58%） were very satisfied with community health services and 227 （45.22%） were satisfied, with 50.80% overall satisfaction rate. The satisfaction rates of operating hours （74.70%） , distance （76.90%）, department settings （55.38%）, number of doctors （54.19%） , privacy protection （69.12%） , drug quality （57.57%） and basic drug types （55.77%） were high, while the satisfaction rates of waiting time （39.04%）, service attitude （41.83%）, technical level （43.82%）, interpretation of communication （47.01%） , health education （46.02%） , drug prices （43.03%） and equipment （44.02%） were low. Logistic regression analysis showed that the waiting time（ OR = 1. 672,95% CI： 1. 142 - 2. 678 ）, service attitude （ OR = 2.948, 95% CI： 1. 694 - 5. 134） , technical level （ OR = 1. 923,95 % CI： 1. 272 - 3. 158 ） , ex- planation communication （ OR = 2. 399, 95% CI： 1. 460 - 4. 013） and drug prices （ OR = 1. 574, 95% CI： 1. 042 - 2. 379） were independent risk factors for residents＇ satisfaction. Conclusion Residents in Shanghai Pudong Huanm area have a relatively high degree of satisfaction about community health services. However, the community health service centers should try to shorten the waiting time, change the attitude of service, improve the technical level, strengthen communication, to achieve civilian drug prices, and further improve the residents of community health service work satisfaction.