丽水市社区卫生服务居民满意度及其影响因素研究

Satisfaction Degree of Community Health Service Among Lishui Residents and Influencing Factors

目的:分析丽水市社区卫生服务居民满意度及其影响因素。方法:采用《欧洲满意度调查量表》对丽水市4个县市的15家社区卫生服务的1387名居民进行了问卷调查。结果:丽水市居民的社区卫生服务满意度得分为3.96±0.74分,各维度得分由高到低依次为:医患关系4.03±0.77分、医疗保健服务3.99±0.82分、信息获取与支持3.97±0.84分、服务连续性和合作性3.96±0.82分、服务组织3.87±0.70分。性别、年龄、城乡居住地、婚姻状况、文化程度和家庭月收入对丽水市居民的社区卫生服务满意度及其5个维度均有影响,差异有统计学意义(p<0.05)。结论:丽水市居民对社区卫生服务满意度总体水平较高,性别、年龄、城乡居住地、婚姻状况、文化程度和家庭月收入对丽水市居民的社区卫生服务满意度影响较大。卫生管理部门和服务机构应重点关注社区卫生服务的连续性和合作性、人力资源的合理配置和特殊群体服务等方面,采取有针对性措施改善自身的服务质量,提高居民对社区卫生服务的满意度。

Objective:To study the satisfaction degree of community health service among Lishui residents and influencing factors.Methods:The questionnaire survey was conducted among 1387 residents of 15 community health service institutions in 4 counties of Lishui city by using EUROPEP(the European task force on patient evaluation of general practice)and stratified random sampling method.Results The community health service satisfaction score of Lishui residents was 3.96±0.74.Each dimension scores from high to low was“doctor-patient-relationship”(4.03±0.77),“medical care”(3.99±0.82),“information and support”(3.97±0.84),“continuity and co-operation”(3.96±0.82points),“service organizations”(3.87±0.70).For Lishui residents,Gender,age,urban-rural residence,marital status,education level and monthly family income all had an impact on community health service satisfaction and 5 dimensions,which showed the difference was statistically significant(p<0.05).Conclusion:The satisfaction degree of community health service among Lishui residents was relatively high,and it was great influenced by gender,age,urban and rural residence,marital status,education level and family monthly income.Health management departments and service institutions should focus on the continuity and cooperation of community health services,rational allocation of human resources and special group services,and take targeted measures to improve their own service quality and residents’satisfaction.