上海市社区卫生服务供需双方满意度调查

Investigation on satisfaction of the supply and demand of community health service in Shanghai

目的了解公众对社区卫生服务中心服务以及社区卫生服务中心员工对工作状态等各方面的满意度情况。方法采用分层抽样的原则,在上海市16个区随机抽样80家社区卫生服务中心,共抽样公众4 477人,员工379人,发放问卷进行调查。结果 2016年公众对社区卫生服务的满意度总体评价结果为86.24分,员工对社区卫生服务工作的整体满意度评价结果为89.32分,处于较满意水平。结论公众对社区卫生服务的满意度较高,社区卫生服务中心的服务能力仍需进一步提高。员工对社区卫生服务工作总体满意度较高,员工满意度受多种因素的影响,职工收入和工作量等是影响满意度的重要因素。

Objective To understand patients and community residents’satisfaction to community healthcare centers and employees’satisfaction.Methods Eighty community healthcare centers were randomly sampled from sixteen districts in Shanghai by stratified sampling.A total of 4 477 people and 379 employees were sampled.Questionnaires were delivered to investigate respondents.Results In 2016,the patients and community residents’satisfaction was 86.24 points,and the employees’satisfaction was 89.32 points.They were at relatively satisfactory level.Conclusion The patients and community residents’satisfaction is higher,while service ability of community healthcare centers still needs to be improved further.Employees’overall satisfaction is relatively higher.On the whole,employees’satisfaction is affected by many factors,among these,staffs’income and workload are important.