全国社区卫生服务现状调查——社区卫生服务机构与医院就诊患者满意度比较.pdfVIP

· lo5O· · 社 区卫生服务专题研究 · 全国社区卫生服务现状调查 — — 社区卫生服务机构与医院就诊患者满意度比较 王亚东，关 静，李 静，梁万年 【摘要】 目的 了解社区卫生服务机构与医院就诊患者的满意度。方法 对社区卫生服务机构及医院就诊患者 进行问卷调查。结果 就诊者到医院就诊的主要目的是诊疗，而到社区卫生机构就诊的主要目的包括开药、体检及预 防保健；在各项服务指标中，医院就诊者满意度最高和最低的分别是服务态度和服务价格；对社区卫生服务的评价在 总体趋势上与医院相同，但具体项目的差别程度却明显不同，对社区卫生服务价格满意或很满意 (6o．0o％)的比例几 乎是医院服务的2倍 (32．16％)，而对服务项目的满意度却相差较小 (68、39％和62．19％)。结论 就诊者对社区卫 生服务机构的总体满意度高于医院。应加强宣传，扩大社区卫生服务对社区居民的覆盖面；改革医疗服务价格体系， 提高居民对社区卫生服务的经济可及性；努力建立医院服务与社区卫生服务优势互补的医疗卫生服务体系。 【关键词】 社区卫生服务；医院服务；病人满意度 【中图分类号】R 197 【文献标识码】A 【文章编号】1007—9572(2006)13—1050—04 Actuality of Inhabitant S Satisfaction about Service in Medical Institutions WANG Ya—d0， ，GUAN Jing，LI Jing，et 口fCapital University ofMedical Sciences，Be ng 100069，China 【Abstract】 Objectlve To have a view of inhabitant S satisfaction about service in community health service institution and hospital、Methods Questionnaires to inhabitants who see a doctor in hospital and community health service institution were carried out．Results The purposes for inhabitants to select community health service institution were to get medicament，physi— cal exam ination and health preservation，but the purpose for inhabitants to select hospital WaS to get the diagnosis and treatment of disease．In satisfaction rate of inhabitants on service fee，there WaS an obvious difference between comm unity health service insti— tution(60．0o％)and hospital(32．16％)；while in satisfaction rate of service items，there WaS a less difierence(68．39％ and 62．19％respectively)Conclusion The generally satisfactory degree in comm unity health service institution is hi【gher than that in hospital、Nevertheless the covering 8rea of service in comm unity health service institution should be enlarged to build up a service system in which the superiorities of comm unity health service and hospital service compliment each other、 【Key word】 Community health services；Hospital service；Patient