龍泉驛區(qū)城市社區(qū)衛(wèi)生服務(wù)居民滿意度研究
發(fā)布時(shí)間：2019-01-29 04:12
【摘要】：社區(qū)衛(wèi)生服務(wù)居民滿意度是檢驗(yàn)社區(qū)衛(wèi)生服務(wù)質(zhì)量的重要指標(biāo),反映了居民對(duì)社區(qū)衛(wèi)生服務(wù)的直觀感受和認(rèn)可度。本課題以成都市龍泉驛區(qū)為例,對(duì)當(dāng)?shù)厣鐓^(qū)居民進(jìn)行社區(qū)服務(wù)滿意度調(diào)查并分析其影響因素,找出社區(qū)服務(wù)的優(yōu)勢(shì)與存在的問題。在社區(qū)居民中開展社區(qū)衛(wèi)生服務(wù)滿意度調(diào)查,可以了解現(xiàn)有社區(qū)衛(wèi)生服務(wù)工作中存在的優(yōu)點(diǎn)與不足,為進(jìn)一步提高社區(qū)衛(wèi)生服務(wù)質(zhì)量提供依據(jù);同時(shí)可以提示出,在諸多可能影響到社區(qū)衛(wèi)生服務(wù)滿意度的因素中,哪些為主要因素。這不僅是社區(qū)衛(wèi)生工作的重要方面,而且關(guān)系到社區(qū)衛(wèi)生服務(wù)的持續(xù)發(fā)展。當(dāng)前我國正處于醫(yī)療衛(wèi)生體制改革的關(guān)鍵時(shí)期,社區(qū)衛(wèi)生是城市醫(yī)療衛(wèi)生服務(wù)體系的基礎(chǔ)和紐帶,群眾滿意度則是衡量社區(qū)衛(wèi)生服務(wù)質(zhì)量的唯一標(biāo)準(zhǔn)。認(rèn)真做好社區(qū)居民對(duì)社區(qū)衛(wèi)生服務(wù)的滿意度調(diào)查、尋求影響社區(qū)居民滿意度的影響因素,對(duì)提高社區(qū)衛(wèi)生服務(wù)能力,實(shí)現(xiàn)社區(qū)衛(wèi)生服務(wù)的可持續(xù)發(fā)展更具有現(xiàn)實(shí)意義。本研究主要采用文獻(xiàn)法、問卷調(diào)查法、專家咨詢法、定性與定量相結(jié)合的方法及其他途徑來收集資料,完成對(duì)城市社區(qū)衛(wèi)生服務(wù)居民滿意度的研究。本文在《國務(wù)院關(guān)于發(fā)展城市社區(qū)衛(wèi)生服務(wù)的指導(dǎo)意見》等文件基礎(chǔ)上,參考衛(wèi)生部2011年發(fā)布的《社區(qū)衛(wèi)生服務(wù)機(jī)構(gòu)績(jī)效考核辦法》中提出的社區(qū)居民滿意度的指標(biāo)確定評(píng)價(jià)主要范圍,綜合國內(nèi)外其他學(xué)者的研究結(jié)合成都龍泉驛區(qū)實(shí)際情況設(shè)定《成都市龍泉驛區(qū)社區(qū)衛(wèi)生服務(wù)居民滿意度調(diào)查問卷》(附錄)。研究所用的居民對(duì)社區(qū)服務(wù)滿意度問卷內(nèi)容包括:居民對(duì)社區(qū)衛(wèi)生服務(wù)的候診時(shí)間、就醫(yī)環(huán)境、設(shè)備設(shè)施、服務(wù)價(jià)格、藥品價(jià)格、服務(wù)態(tài)度、解釋交流、隱私保護(hù)、醫(yī)護(hù)水平及總體滿意度評(píng)價(jià),采用Liker5點(diǎn)評(píng)分法。用SPSS17.0對(duì)數(shù)據(jù)進(jìn)行處理統(tǒng)計(jì)分析,通過T檢驗(yàn)、卡方檢驗(yàn)和多重線性回歸分析方法進(jìn)行統(tǒng)計(jì)描述,調(diào)查成都龍泉驛區(qū)當(dāng)?shù)厣鐓^(qū)居民對(duì)社區(qū)服務(wù)滿意度的影響因素。研究結(jié)果顯示:14.9%的被調(diào)查居民對(duì)社區(qū)衛(wèi)生服務(wù)滿意度感到很不滿意或者較不滿意,總體滿意度均值得分為3.56,這說明居民對(duì)社區(qū)衛(wèi)生服務(wù)滿意度處于中等偏上水平。社區(qū)衛(wèi)生服務(wù)滿意度各維度的得分由高到低排列依次是社區(qū)衛(wèi)生服務(wù)方便性滿意度(3.87分)、舒適性滿意度(3.55分)、服務(wù)性滿意度(3.57分)和經(jīng)濟(jì)性滿意度(3.24分)。不同人口統(tǒng)計(jì)學(xué)因素分析在社區(qū)衛(wèi)生服務(wù)滿意度評(píng)價(jià)上存在統(tǒng)計(jì)學(xué)差異(P0.05)。通過多重線性回歸分析,醫(yī)護(hù)水平、服務(wù)價(jià)格、藥品價(jià)格、居民月收入和醫(yī)療費(fèi)用支付方式是影響社區(qū)衛(wèi)生服務(wù)居民滿意度的主要因素。居民對(duì)社區(qū)衛(wèi)生服務(wù)滿意度中,總體滿意度較高,但單項(xiàng)滿意度差別較大,最高與最低相差40個(gè)百分點(diǎn)。以居民滿意度統(tǒng)領(lǐng)社區(qū)衛(wèi)生服務(wù)發(fā)展;切實(shí)解決藥品價(jià)格虛高;加強(qiáng)社區(qū)衛(wèi)生人才培養(yǎng)、提高醫(yī)護(hù)水平和質(zhì)量;加強(qiáng)社區(qū)衛(wèi)生服務(wù)機(jī)構(gòu)內(nèi)部管理、提高服務(wù)針對(duì)性;健全社會(huì)保障制度、加大政府的支持力度等,是改進(jìn)滿意度的必由路徑。成都市龍泉驛區(qū)社區(qū)衛(wèi)生服務(wù)居民滿意度呈中等偏上水平,但根據(jù)統(tǒng)計(jì)分析結(jié)果反映出的問題,表明仍存在相對(duì)薄弱環(huán)節(jié)。建議政府相關(guān)部門增加相關(guān)的醫(yī)療衛(wèi)生服務(wù)財(cái)政投入完善基本設(shè)施設(shè)備和醫(yī)療基礎(chǔ)儀器、落實(shí)完善基本藥物制度、優(yōu)化就醫(yī)服務(wù)流程、擴(kuò)大基本醫(yī)療保險(xiǎn)的覆蓋范圍和報(bào)銷力度、完善社區(qū)衛(wèi)生服務(wù)績(jī)效考核制度、社區(qū)衛(wèi)生服務(wù)管理“以人為本”、繼續(xù)加大社區(qū)衛(wèi)生服務(wù)宣傳力度、提高社區(qū)衛(wèi)生服務(wù)醫(yī)護(hù)人員業(yè)務(wù)素質(zhì)和人文素質(zhì),以促進(jìn)成都市社區(qū)衛(wèi)生服務(wù)的可持續(xù)發(fā)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，
本文編號(hào)：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，
本文編號(hào)：2417630
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