中国农村卫生事业管理2025，Vol.45Issue(9)：633-639,7.DOI:10.19955/j.cnki.1005-5916.2025.09.005
沂蒙老区患者对乡镇卫生院医疗服务满意度的评价研究
Patient satisfaction with healthcare services in rural township health centers of Yimeng Revolutionary Base Area:An evaluation based on SERVQUAL-IPA model
摘要
Abstract
Objective To investigate the satisfaction of patients seeking medical care in township health centers in the Yimeng Revolutionary Base Area with medical services and to provide strategies for improving the quality of primary healthcare services.Methods A scale was designed based on the SERVQUAL model.Conven-ience sampling was used to select 27 out of 204 township health centers in the Yimeng Revolutionary Base Area,and 869 patients were surveyed via questionnaires.Modified Importance-Performance Analysis(IPA)was applied to prioritize service indicators across five dimensions.Results Patients reported relatively high overall satisfaction with township health centers.The mean score for the empathy dimension was the highest at 3.96,while the tangi-bility dimension had the lowest mean score of 3.87.The modified IPA results identified five indicators requiring priority improvements:Q3"Health knowledge education,"Q8"Patients can receive satisfactory diagnosis and treatment under the existing medical technology,"Q19"Healthcare providers conduct follow-up visits after diagno-sis and treatment,"Q20"Patients are allowed to choose their healthcare providers(doctors,nurses,or other medical staff),"and Q26"Township health centers value patients'complaints or suggestions,actively solve prob-lems,and provide prompt responses."Conclusions There are gaps between the service quality of township health centers in the Yimeng Revolutionary Base Area and residents'expectations.It is necessary for the governments to focus on ensuring full coverage of health services in township health centers,improving the efficiency and equity of health resource allocation,enhancing follow-up systems,and promoting the downward flow of high-quality health resources to grassroots levels.关键词
乡镇卫生院/满意度/医疗服务/基层医疗机构/重要性-绩效分析法/就医患者Key words
Township health center/Satisfaction/Medical services/Primary healthcare institutions/Im-portance-performance analysis/Patients seeking medical treatment分类
医药卫生引用本文复制引用
张静菲,马晓龙,王国文,王强..沂蒙老区患者对乡镇卫生院医疗服务满意度的评价研究[J].中国农村卫生事业管理,2025,45(9):633-639,7.基金项目
山东省社会科学规划研究项目(24CRKJ02) （24CRKJ02）
2022年山东第一医科大学(山东省医学科学院)校级教育教学改革项目(XM2022155) （山东省医学科学院）
山东省医药卫生科技项目(YGY2023059) （YGY2023059）
