摘要
Abstract
Objective To compare residents' satisfaction of three kinds of community health service institutions in District H in Beijing,to know the service quality and improvement direction of community health service institutions,and to promote the fine management of community health services.Methods From October to December in 2015,patients in 27 community health service centers (belonging to communities),23 community health service centers (not belonging to communities) and 38 community health service stations (independent station) in District H in Beijing,and residents who lived in the corresponding residential areas and had received related service of community health service institutions within 3 months were selected by convenient sampling method.Residents were surveyed by self-made questionnaire of satisfaction.The questionnaire included the residents' basic information and the satisfaction of community health service institutions.A total of 6 334 questionnaires were sent out and 6 068 valid questionnaires were collected.The effective response rate was 95.80％.Results Among the 6 068 residents,2 370 (39.06％) patients belonged to comnunities,1 904 (31.38％) not,and 1 794 (29.56％) belonged to independent stations.The overall satisfaction scores of the 6 068 residents of the 88 community health service institutions were (84.9 ± 6.2),of which 66 (75.0％) community health service institutions had scored 80 or more.The scores of hardware facilities,medical environment,waiting time for medical treatment,making appointment/referral services,health care services of the elderly/children/pregnant women,health management services of chronic disease,service attitude of medical staff,professionalism of medical staff,drug types,quality of Chinese medicine services,effectiveness of diagnosis and treatment results,health counseling and education seminars,the diagnosis and treatment effect of family physicians and overall satisfaction among residents in three types of community health service institutions were significantly different (P ＜0.05).Conclusion There are great differences in residents' satisfaction of different types of community health service institutions,and it is suggested that community health service institutions should take targeted measures to improve the service quality so as to improve residents' satisfaction.关键词
社区卫生服务/居民满意度/对比研究/北京Key words
Community health services/Residents' satisfaction/Comparative study/Beijing分类
医药卫生
