基于ACSI模型的南京市社区卫生服务中心医疗服务患者满意度调查研究

摘要

目的:基于美国顾客满意度指数(ACSI)模型,根据社区卫生服务中心就诊患者的需求,了解患者对社区医疗服务的满意度,为提高社区卫生服务中心医疗服务质量提供参考.方法:采用问卷调查的方式,对在南京市社区卫生服务中心就诊过的患者进行满意度调查分析.结果:患者对南京市社区卫生服务中心的满意度得分为70.7分;感知质量对患者满意度影响最大;相比自身满意度,医疗机构声誉对患者忠诚度影响更大.结论:为推进国内分级诊疗制度,在通过建设强大医疗护理队伍、增强基层诊疗设备配置来提高居民对其信任度的同时,应重视该制度的宣传,提高制度在居民中的接受度.%Objectives:To learn patient satisfaction of medical care in community health center based on ASCI model and to provide reference for improving the quality of medical care in community health center.Methods:Patient who got community healthcare in Nanjing were selected to have a questionnaire and patient satisfaction rate were analyzed.Results:The score of patient satisfaction was 70.7 in Nanjing.The most important influence factor is quality.The reputation of institute got a larger influence for patient satisfaction than that of capacity.Conclusions:it is considered to strengthen team training,improve capacity to improve its reputation and strengthen education to improve the awareness of hierarchical healthcare system.