社区卫生服务质量影响因素研究

Analysis of the Influence Factors on Community Health Service Quality

目的明确社区卫生服务质量影响因素,探讨改进策略。方法运用质量功能展开进行分析,确认患者需求,利用层次分析法计算需求项目权重,设计社区卫生服务质量屋,构建患者质量需求和社区卫生服务质量要素间的关系矩阵,发现影响社区卫生服务质量的关键因素。结果 "质量考核力度""规章制度""常见病、多发病的诊疗规范""质量控制标准""疑难、危重患者的处理与转诊"等项目的质量特性重要度最大,需要优先改进。结论运用质量功能展开能确定影响社区卫生服务的关键质量特性因素,提出如下改进方向:(1)完善质量考核制度;(2)认真制定和严格执行规章制度;(3)提升诊治服务水平;(4)认真贯彻落实质量控制标准;(5)患者转诊流程再造。

Objective To identify the influence factors on community health service quality and to explore the improvement strategy. Methods Using quality function deployment （QFD） to analyze and to identify the needs of patients, using analytic hierarchy process （AHP） to calculate the weight of the required projects, designing the community health service quality house, constructing the relationship matrix between patient quality needs and community health service quality factors, finding the key problems affecting the quality of community health services. Result The im portance of quality characteristics on the ＂strength of quality assessment＂, ＂rules and regulations＂, ＂standard of diagno sis and treatment of common diseases and frequently occurring diseases＂, ＂quality control standard＂, ＂treatment and ref erral for the difficult, critically ill patients＂were greatest, which needed to be improved with priority. Conclusion Using QFD method can determine the key quality characteristics of community health services, and provide decision basis and improvement direction for community health management： （ 1 ） Improve the quality assessment system ; （ 2 ） Conscien tiously formulate and strictly enforce the rules and regulations ; （ 3 ） Improve the service skills of diagnosis and treatment ; （4）Seriously implement quality control standards; （5）Reengineer patients＇ referral Process, so as to provide better corn munity health services.