居民参与行为对居民社区卫生服务信任度影响的实证研究

摘要

目的 将营销领域的顾客参与概念引入到社区卫生服务领域,分析不同参与情境下居民社区卫生服务信任度的差异及其影响因素,为提升居民信任度提供理论依据.方法 运用自制的居民信任度量表,对杭州市701名居民进行调查,采用多元线性回归分析和结构方程模型,探究居民参与对居民社区卫生服务信任度的影响.结果 自制信任度量表信效度较好,居民信任度得分为74.27±0.50,居民参与得分77.90±0.51.多因素分析显示,参与3维度人际互动(β=0.44,P＜0.01)、信息收集(β=0.24,P＜0.01)、责任行为(β=0.17,P＜0.01)是居民信任度的重要影响因素.结论 以加强居民和社区医生双方的人际互动、提升居民信息收集意识、履行责任行为为切入点,调动和激发居民参与的积极性,对提升居民信任度和推进社区首诊工作具有现实意义.%Objective By introducing the concept of customer participation from the marketing field into the field of community health service field, to analyze the difference and influence of residents' community health service trust under different participation situations and to provide a theoretical basis for enhancing the trust of residents.Methods A self-designed questionnaire was adopted to investigate 701 residents of different economic areas in Hangzhou.Multiple liner regression analysis and structural equation model were used to explore the impact of residents 'participation on residents' trust.Results The reliability and validity of scale was high.Residents' overall trust score was 74.27±0.50.Residents' participation score was 77.90±0.51.Multivariate analysis showed that interpersonal interaction (β=0.44, P＜0.01), information collection (β=0.24, P＜0.01), responsible behaviors (β=0.17, P＜0.01) were influencing factors.Conclusion From the point of strengthening interpersonal interaction, enhancing awareness of information collection and implementing responsible behavior for the entry point, in order to enhance trust and promote the work of the community, it is of practical significance to motivate the participation of residents.