'政办政管'模式下东莞市社区卫生服务利用者的满意度评估

摘要

目的 探讨"政办政管"模式下东莞市社区卫生服务利用者的满意度状况及其影响因素.方法 选取实行"政办政管"模式的东莞市某社区卫生服务中心为研究现场,采用现场拦截法,以该社区卫生服务中心的社区卫生服务利用者360人为研究对象.利用美国顾客满意度指数模型(ACSI)构建社区卫生服务利用者满意度指数模型,设计满意度调查问卷,对研究对象进行调查.结果 社区卫生服务利用者总体满意度指数为74.18.多因素Logistic回归分析结果显示,对总体满意度产生影响的主要因素包括利用者感知价值、利用者期望和利用者感知质量(OR值分别为11.401、8.671、7.525).结论 社区卫生服务利用者满意度的影响因素包括利用者感知价值、利用者期望和利用者感知质量.社区卫生服务中心应从影响卫生服务利用者满意度的因素出发,着力改善社区卫生服务水平,真正实现社区卫生服务"六位一体"的功能定位.%Objective To investigate the satisfaction status of the community health services ( CHS ) users and its influencing factors under the mode of " Official Politics" in Dongguan City. Methods A CHS center in Dongguan City where " Official Politics" had been implemented was selected as the subject. The intercept survey method was taken to investigate the satisfaction of 360 people who applied the services in the CHS center with self - made satisfaction questionnaire constructed based on American Customer Satisfaction Index ( ACSI ) . Results The index of patients' overall satisfaction on CHS was 74. 18. Multivariate Logistic regression analysis showed that the main factors influencing the overall satisfaction were the perceived value, users' expectations and perceived quality ( OR = 11.401, 8.671, 7.525 ) . Conclusion The main factors influencing the overall satisfaction were the perceived value, users' expectations and perceived quality. The CHS organization should focus on the factors influencing the CHS users' satisfaction, try to improve the service level, and realize the function of " six in one" .