济南市基层医疗卫生机构服务对象满意率及影响因素调查分析

Study on the Satisfaction and Influence Factors of Residents in Primary Healthcare Institutions in Jinan

目的:了解济南市基层医疗卫生机构服务对象的满意率,并分析影响因素。方法:2020年6—9月,在济南市3个县(区)中选取15家基层医疗卫生机构(社区卫生服务中心7家、乡镇卫生院8家),对前来就诊的625名居民进行现场问卷调查。结果:基层医疗卫生机构服务对象总体满意率为86.56%;乡镇卫生院服务对象一般需求满意率高于城区社区卫生服务中心,对服务距离、就医环境和就医流程满意率均低于城区社区卫生服务中心;多因素logistic回归分析结果显示,年龄、婚姻状况、对全科医生了解程度、家庭医生签约是居民满意率的影响因素。结论:基层医疗卫生机构应加大对全科医疗的宣传力度,提高家庭医生签约率,优化资源配置,改善服务环境,切实提高基层医疗卫生机构的服务能力,从而提高居民的满意率。

OBJECTIVE To investigate the satisfaction and analysis its influencing factors among the residents in primary care institutions in Jinan.METHODS From June to September,in 2020,by using the convenient sampling method,625 residents from 15primary health care institutions in 3 districts and counties of Jinan were selected and invested.The contents of the questionnaire included the residents’basic information,evaluation of the health services,understanding of General Practitioners and whether contracted the family doctors or not.RESULTS The overall satisfaction rate of the residents in primary medical institutions was 86.56%.The residents’satisfaction on“general demand”in rural areas was higher than that of in urban area,and the satisfaction on service distance,medical environment and medical process of the residents in rural areas were lower than that in urban area,Stepwise binary Logistic regression analysis revealed that age,marital status,understanding of the general practitioners,and contracted services of family doctors were associated with satisfactions.CONCLUSION The primary healthcare institutions should increase the publicity of general practice and increase the signing rate of family doctors.At the same time,measures such as optimizing the resource allocation,improving the service environment,should be taken to improve the quality of service.