龙泉驿区城市社区卫生服务居民满意度研究
发布时间：2019-01-29 04:12
【摘要】：社区卫生服务居民满意度是检验社区卫生服务质量的重要指标,反映了居民对社区卫生服务的直观感受和认可度。本课题以成都市龙泉驿区为例,对当地社区居民进行社区服务满意度调查并分析其影响因素,找出社区服务的优势与存在的问题。在社区居民中开展社区卫生服务满意度调查,可以了解现有社区卫生服务工作中存在的优点与不足,为进一步提高社区卫生服务质量提供依据;同时可以提示出,在诸多可能影响到社区卫生服务满意度的因素中,哪些为主要因素。这不仅是社区卫生工作的重要方面,而且关系到社区卫生服务的持续发展。当前我国正处于医疗卫生体制改革的关键时期,社区卫生是城市医疗卫生服务体系的基础和纽带,群众满意度则是衡量社区卫生服务质量的唯一标准。认真做好社区居民对社区卫生服务的满意度调查、寻求影响社区居民满意度的影响因素,对提高社区卫生服务能力,实现社区卫生服务的可持续发展更具有现实意义。本研究主要采用文献法、问卷调查法、专家咨询法、定性与定量相结合的方法及其他途径来收集资料,完成对城市社区卫生服务居民满意度的研究。本文在《国务院关于发展城市社区卫生服务的指导意见》等文件基础上,参考卫生部2011年发布的《社区卫生服务机构绩效考核办法》中提出的社区居民满意度的指标确定评价主要范围,综合国内外其他学者的研究结合成都龙泉驿区实际情况设定《成都市龙泉驿区社区卫生服务居民满意度调查问卷》(附录)。研究所用的居民对社区服务满意度问卷内容包括:居民对社区卫生服务的候诊时间、就医环境、设备设施、服务价格、药品价格、服务态度、解释交流、隐私保护、医护水平及总体满意度评价,采用Liker5点评分法。用SPSS17.0对数据进行处理统计分析,通过T检验、卡方检验和多重线性回归分析方法进行统计描述,调查成都龙泉驿区当地社区居民对社区服务满意度的影响因素。研究结果显示:14.9%的被调查居民对社区卫生服务满意度感到很不满意或者较不满意,总体满意度均值得分为3.56,这说明居民对社区卫生服务满意度处于中等偏上水平。社区卫生服务满意度各维度的得分由高到低排列依次是社区卫生服务方便性满意度(3.87分)、舒适性满意度(3.55分)、服务性满意度(3.57分)和经济性满意度(3.24分)。不同人口统计学因素分析在社区卫生服务满意度评价上存在统计学差异(P0.05)。通过多重线性回归分析,医护水平、服务价格、药品价格、居民月收入和医疗费用支付方式是影响社区卫生服务居民满意度的主要因素。居民对社区卫生服务满意度中,总体满意度较高,但单项满意度差别较大,最高与最低相差40个百分点。以居民满意度统领社区卫生服务发展;切实解决药品价格虚高;加强社区卫生人才培养、提高医护水平和质量;加强社区卫生服务机构内部管理、提高服务针对性;健全社会保障制度、加大政府的支持力度等,是改进满意度的必由路径。成都市龙泉驿区社区卫生服务居民满意度呈中等偏上水平,但根据统计分析结果反映出的问题,表明仍存在相对薄弱环节。建议政府相关部门增加相关的医疗卫生服务财政投入完善基本设施设备和医疗基础仪器、落实完善基本药物制度、优化就医服务流程、扩大基本医疗保险的覆盖范围和报销力度、完善社区卫生服务绩效考核制度、社区卫生服务管理“以人为本”、继续加大社区卫生服务宣传力度、提高社区卫生服务医护人员业务素质和人文素质,以促进成都市社区卫生服务的可持续发展。
[Abstract]:The satisfaction of community health service residents is an important index to check the quality of community health service, which reflects the visual perception and the degree of recognition of the residents to the community health service. In order to find out the advantages and problems of community service, this project takes the Longquanyi District of Chengdu as an example, and conducts community service satisfaction survey on the local community residents and analyzes the influencing factors. The community health service satisfaction survey is carried out in the community residents, and the advantages and disadvantages of the existing community health service work can be realized, and the basis for further improving the community health service quality is provided; meanwhile, What are the main factors in many factors that may affect the satisfaction of community health services. This is not only the important aspect of the community health work, but also the continuous development of the community health service. At present, the country is in the critical period of the reform of the medical and health system, the community health is the foundation and the link of the urban health service system, and the satisfaction of the masses is the only standard to measure the quality of the community health service. It is of practical significance to study the satisfaction of community residents on the satisfaction of community health service, and to find the influencing factors that affect the satisfaction of community residents, and to improve the ability of community health service and to realize the sustainable development of community health service. This study mainly uses the method of literature method, questionnaire, expert consultation, qualitative and quantitative method and other ways to collect the data, and complete the study on the satisfaction of the residents in the urban community health service. On the basis of the guidance of the State Council on the development of urban community health services, the main scope of the evaluation is to be determined by referring to the indicators of community residents' satisfaction issued by the Ministry of Health in 2011 in the Measures for Performance Assessment of Community Health Service Institutions, issued by the Ministry of Health in 2011. The study of other scholars at home and abroad in combination with the actual situation of Chengdu Longquanyi District is set as the questionnaire on the satisfaction of community health service residents in Longquanyi District, Chengdu (Appendix). The contents of the community service satisfaction questionnaire used by the Institute include: the resident's waiting time for the community health service, the medical treatment environment, the equipment facilities, the service price, the price of the medicine, the service attitude, the explanation of the communication, the privacy protection, the medical care level and the overall satisfaction evaluation, Use the Liker5 review method. The data were processed and analyzed by SPSS17. 0. The statistical description was carried out by means of T-test, card-side test and multiple-linear regression analysis, and the influence factors of local community residents on the satisfaction of community service were investigated. The results showed that 14. 9% of the respondents were satisfied with the satisfaction of the community health service, and the overall satisfaction rate was 3. 56, which means that the residents' satisfaction with the community health service was at a moderate level. The scores of each dimension in the satisfaction of community health service were from high to low, in order of convenience of community health service (3.87 points), satisfaction of comfort (3.55 points), service satisfaction (3.57 points) and economic satisfaction (3.24 points). There was a significant difference in the evaluation of the satisfaction of community health service by different demographic factors (P0.05). Through the multiple linear regression analysis, the health care level, the service price, the drug price, the monthly income of the residents and the medical expense payment method are the main factors that affect the satisfaction of the residents of the community health service. The overall satisfaction of the residents in the satisfaction of the community health service is high, but the difference between the individual satisfaction and the minimum difference is 40 percentage points. according to the satisfaction of the residents, the development of the community health service is led, the deficiency of the medicine price is effectively solved, the personnel training of the community health service is strengthened, the health care level and the quality are improved, the internal management of the community health service institutions is strengthened, the service pertinence is improved, and the social security system is improved, To increase the support of the government, and so on, is the path to improve the satisfaction. The satisfaction of community health service residents in Longquanyi District in Chengdu is at a moderate level, but the problems reflected in the results of the statistical analysis show that there are still relatively weak links. It is recommended that the relevant government departments increase the financial input of the relevant medical and health services, improve the basic facilities and medical basic instruments, implement the basic drug system, optimize the process of medical treatment, expand the coverage and reimbursement of basic medical insurance, To perfect the performance appraisal system of community health service, the 鈥減eople-oriented鈥，
本文编号：2417630
[Abstract]:The satisfaction of community health service residents is an important index to check the quality of community health service, which reflects the visual perception and the degree of recognition of the residents to the community health service. In order to find out the advantages and problems of community service, this project takes the Longquanyi District of Chengdu as an example, and conducts community service satisfaction survey on the local community residents and analyzes the influencing factors. The community health service satisfaction survey is carried out in the community residents, and the advantages and disadvantages of the existing community health service work can be realized, and the basis for further improving the community health service quality is provided; meanwhile, What are the main factors in many factors that may affect the satisfaction of community health services. This is not only the important aspect of the community health work, but also the continuous development of the community health service. At present, the country is in the critical period of the reform of the medical and health system, the community health is the foundation and the link of the urban health service system, and the satisfaction of the masses is the only standard to measure the quality of the community health service. It is of practical significance to study the satisfaction of community residents on the satisfaction of community health service, and to find the influencing factors that affect the satisfaction of community residents, and to improve the ability of community health service and to realize the sustainable development of community health service. This study mainly uses the method of literature method, questionnaire, expert consultation, qualitative and quantitative method and other ways to collect the data, and complete the study on the satisfaction of the residents in the urban community health service. On the basis of the guidance of the State Council on the development of urban community health services, the main scope of the evaluation is to be determined by referring to the indicators of community residents' satisfaction issued by the Ministry of Health in 2011 in the Measures for Performance Assessment of Community Health Service Institutions, issued by the Ministry of Health in 2011. The study of other scholars at home and abroad in combination with the actual situation of Chengdu Longquanyi District is set as the questionnaire on the satisfaction of community health service residents in Longquanyi District, Chengdu (Appendix). The contents of the community service satisfaction questionnaire used by the Institute include: the resident's waiting time for the community health service, the medical treatment environment, the equipment facilities, the service price, the price of the medicine, the service attitude, the explanation of the communication, the privacy protection, the medical care level and the overall satisfaction evaluation, Use the Liker5 review method. The data were processed and analyzed by SPSS17. 0. The statistical description was carried out by means of T-test, card-side test and multiple-linear regression analysis, and the influence factors of local community residents on the satisfaction of community service were investigated. The results showed that 14. 9% of the respondents were satisfied with the satisfaction of the community health service, and the overall satisfaction rate was 3. 56, which means that the residents' satisfaction with the community health service was at a moderate level. The scores of each dimension in the satisfaction of community health service were from high to low, in order of convenience of community health service (3.87 points), satisfaction of comfort (3.55 points), service satisfaction (3.57 points) and economic satisfaction (3.24 points). There was a significant difference in the evaluation of the satisfaction of community health service by different demographic factors (P0.05). Through the multiple linear regression analysis, the health care level, the service price, the drug price, the monthly income of the residents and the medical expense payment method are the main factors that affect the satisfaction of the residents of the community health service. The overall satisfaction of the residents in the satisfaction of the community health service is high, but the difference between the individual satisfaction and the minimum difference is 40 percentage points. according to the satisfaction of the residents, the development of the community health service is led, the deficiency of the medicine price is effectively solved, the personnel training of the community health service is strengthened, the health care level and the quality are improved, the internal management of the community health service institutions is strengthened, the service pertinence is improved, and the social security system is improved, To increase the support of the government, and so on, is the path to improve the satisfaction. The satisfaction of community health service residents in Longquanyi District in Chengdu is at a moderate level, but the problems reflected in the results of the statistical analysis show that there are still relatively weak links. It is recommended that the relevant government departments increase the financial input of the relevant medical and health services, improve the basic facilities and medical basic instruments, implement the basic drug system, optimize the process of medical treatment, expand the coverage and reimbursement of basic medical insurance, To perfect the performance appraisal system of community health service, the 鈥減eople-oriented鈥，
本文编号：2417630
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