摘要
目的了解南京市社区居民对社区卫生服务的满意度及其影响因素,为改善社区卫生服务质量提供依据。方法采用分层随机抽样方法对南京市社区卫生服务中心(站)的就诊居民进行问卷调查。结果社区居民对南京市社区卫生服务的综合满意度为75.1%,其中社区居民对就诊方便性、候诊时间、服务态度、解释与交流的满意度较高,对设施设备、服务价格、药品价格的满意度比较低。影响社区卫生服务满意度的主要因素有就诊居民的就业状况、工作单位类型、费用支付方式、接受服务类型等。结论社区居民对南京市社区卫生服务总体是比较满意的。在医疗保险付费机制和医疗卫生筹资机制不够完善、大多数就诊者自付医疗费用比例还比较大的情况下,社区卫生服务机构如何提高就诊者的满意度是拓展社区卫生服务机构生存发展空间的关键。
Objective To learn the satisfaction degree of community residents in Nanjing city to community health services （CHS） and its influential factors so as to provide evidence for the improvement of CHS quality. Methods Stratified randomly sampling was taken in questionnaire survey of residents visiting CHS centers （stations） in Nanjing city. Results The general satisfaction rate of the residents in Nanjing city on CHS was 75.1%. The satisfaction rates on convenience of visiting, waiting time, service attitude, communication were higher, but the satisfaction rate on the equipment conditions, prices of service and medicine was lower. The major factors influencing satisfaction degree were the status of employment, property of working unit, way of payment and kind of service. Conclusion The community residents in Nanjing are generally satisfied with CHS. How to raise satisfaction degree of the residents is a key for the maintenance and development of CHS institutions in the condition of defective payment system of medical insurance and financing mechanism of medical care, and a larger percent of payment by residents seeking for CHS.
出处
《中国全科医学》
CAS
CSCD
北大核心
2009年第19期1818-1823,共6页
Chinese General Practice
