自贡市社区居民对社区卫生服务质量的期望分析

Analysis on the Expectation of Health Service Quality among Zigong Community Residents

目的从有形性、可靠性、反应性、保证性和关怀性五个维度了解自贡市社区居民对社区卫生服务质量的期望,提出提高社区卫生服务质量的措施和建议。方法参考服务质量评价量表(SERVQUAL)构建社区卫生服务质量期望问卷调查表,选取自贡市4所社区卫生服务中心服务的226名社区居民进行问卷调查。结果对社区卫生服务质量的期望排序分别是可靠性、保证性、关怀性、反应性和有形性维度。结论社区卫生服务机构应重视社区居民对社区卫生服务质量的期望,在期望高的维度和条目加大投入,提出针对性的服务措施,不断提高居民对社区卫生服务质量的满意度。

OBJECTIVE From the dimensions of physical, reliability, responsive, assurance and empathy. the expectation of the quality of health service community in Zigong community were analyzed to put forward measures to improve the quality of community health service. METHODS Refer to SERVQUAL scale, a scale of community health service quality expectation questionnaire was set up by reference a survey of 226 community residents in Zigong District Health Service Center. RESULTS The expectation of the quality of the iguana was reliability, guarantee, beauty, reactivity and physical dimension. CONCLUSION Community health service institutions should pay attention to community health. Quality of service expectations, in the expected high dimensions and entries increased input, it proposed for service measures, and continuously improved the quality of community health service satisfaction.