杭州市居民对社区中医药服务的满意度调查

Investigation on satisfaction of residents to traditional Chinese medicine service in community of Hangzhou

[目的]调查杭州市居民对社区中医药服务利用及满意度情况,分析其满意度的影响因素,为杭州市社区中医药服务的健康发展提供参考。[方法]采取分层随机抽样的方法调查社区居民对社区中医药服务的利用及满意度情况,采用描述性分析、多重线性回归分析该人群对社区中医药服务利用、满意度以及满意度的影响因素。[结果]居民对中医药服务的满意率排序如下:服务态度78.52%、服务环境73.33%、服务设备71.85%、服务项目68.89%、服务费用66.67%、技术力量64.44%。其中对服务态度、服务环境、服务设备满意度高于对服务项目、服务费用、技术力量的满意度;文化程度、职业、医保类型、是否患有慢性病影响社区中医药服务的满意度。[结论]杭州市居民对社区中医药服务态度的满意度最高,技术力量的满意度最低。因此,社区卫生服务机构应该采取措施提高自身技术力量,推出个性化的服务项目以吸引患者加大利用中医药,提高患者满意度。

Objective To investigate the utilization and satisfaction of residents to traditional Chinese medicine service in community of Hangzhou,analyze the influencing factors of satisfaction so as to provide reference for healthy development of traditional Chinese medicine service.Methods Stratified randomly sampling was taken to investigate utilization and satisfaction of residents to traditional Chinese medicine service in community. The descriptive analysis and multiple linear regression analysis were used to analyze utilization of this group to traditional Chinese medicine service in community,satisfaction and its influencing factors. Results The sort of satisfaction of residents to traditional Chinese medicine service as follow,service attitude was 78. 33%,service environment was 73. 33%,service equipment was 71. 85%,service item was68. 89%,service fee was was 66. 67% and technology was 64. 44. The satisfaction of service attitude,service environment and service equipment was higher than service item,service fee and technology. The educational level,occupation,medical insurance type,and whether has chronic diseases affect the satisfaction of community Chinese medicine services. Conclusions The satisfaction of service attitude is the highest,and the technology is the lowest. Therefor,community health service agencies should take measures to improve their own technical strength,pushout personalized services to attract patients to increase the use of Chinese medicine,and improve patient satisfaction.