蚌埠禹会区60岁以上居民对社区卫生服务中心/站知晓率、利用率及满意度调查

摘要

目的：：调查蚌埠禹会区60岁以上居民对社区卫生服务中心/站知晓率、利用率及满意度，为合理配置医疗卫生资源提供依据。方法：采用分层整群抽样法，抽取蚌埠市禹会区60岁以上常住居民共700人作为调查对象，使用自编《社区卫生服务中心/站知晓率、利用率及满意度调查问卷》，由调查员入户进行一对一调查。结果：共收回完整有效问卷679份，有效率97.0%；对社区卫生服务中心/站的知晓率为84.1%，利用率为58.2%，利用的主要目的是：看病(72.2%)，开药(54.2%)，随访(10.8%)，体检咨询(0.3%)，理疗(1.0%)，听健康知识讲座(4.1%)；对社区卫生服务中心/站的总体满意度为(78.2%)，满意度从高到低依次为：医务人员的解释、交流、服务内容(82.3%)，就医环境(79.5%)，医务人员的服务态度(78.2%)，看病方便程度(76.7%)，看病等候或排队时间(76.5%)，设施、设备(76.5%)，价格(65.6%)，看病花费(63.0%)，均高于居民对其他就诊医疗机构总体满意度和分项满意度(P <0.01)；居民对就诊过程中是否担心被染上疾病和被误诊的比例分别为14.9%、20.8%，均低于对其他就诊医疗机构的担心程度(P <0.01)；logistic 回归分析表明，年龄、婚姻状况、是否患有慢性病、对就诊医疗机构的信任情况是对社区卫生服务中心/站的使用和满意情况的重要影响因素(P <0.05~ P <0.01)。结论：蚌埠市禹会区60岁以上居民对社区卫生服务中心/站的知晓率、利用率和满意度均较高，但参与健康知识讲座率较低。社区卫生服务机构应根据社区居民的特点，有针对性开展工作，充分发挥社区卫生服务“六位一体”的功能，不断提升社区卫生服务中心/站的服务水平。%Objective:To investigate the awareness,utilization and satisfaction of community health center/ station in more than 60 years of age residents for providing the basis in the rational allocation of health care resource. Methods:Seven hundred permanent more than 60 years of age residents in Yuhui District of Bengbu City were investigated using the self-made " community health service center/station awareness,utilization and satisfaction survey questionnaire" by the stratified cluster sampling method. Results:The 679 valid questionnaires were withdrew,the effective rate of which was 97. 0% ,the awareness and utilization rates of the community health service center/ station were 84. 1% and 58. 2% ,respectively. The main purposes of utilizing the community health service center/ station were seeing a doctor(72. 2% ),prescriptions(54. 2% ),following-up(10. 8% ),medical consultation(0. 3% ),physiotherapy(1. 0% ) and listening the health knowledge lecture(4. 1% ). Overall satisfaction was 78. 2% . Satisfaction from high to low in the order were the interpretation of the medical staff,communication and service content(82. 3% ),medical environment(79. 5% ),medical staff service attitude (78. 2% ),the convenient degree of seeing a doctor(76. 7% ),waiting or queuing time(76. 5% ),facilities and equipment (76. 5% ),medical price(65. 6% ) and medical cost(63. 0% ),whose were higher than the general and partial satisfaction of other medical institution(P < 0. 01). The residents proportions of worrying about infecting with disease and misdiagnosis were 14. 9% and 20. 8% in the treatment process,respectively,the worry degree of who was lower than that of other medical institution(P < 0. 01). Logistics regression analysis showed that the age and marital status,suffering from chronic diseases,trust in medical institution were important factors of satisfaction and utilizing community health service center/ station(P <0. 05 ~ P <0. 01). Conclusions:The awareness, utilization and satisfaction of community health service center/ station in more than 60 years of age residents in Yuhui District of Bengbu City are high, but the participation rate of health knowledge lecture is low. Community health service institutions should target to carry out the work based on the characteristics of community residents,give full play to the function of the community health service " six integration" and constantly raise the level of service of community health service center/ station.