Investigation of the satisfaction degree of residents on community health services and its influential factors in Shanghai Pudong Huamu area

Objective To investigate the satisfaction degree of residents on community health services in Shanghai Pudong Huamu area and analyze the factors affecting health service satisfaction so as to know the disadvantages of community health services and provide evidence for improving the patients'satisfaction. Methods A total of 550 community residents in Huamu area were investigated by using a self-designed community health service questionnaire from June, 2015 to April, 2016. And 502 valid questionnaires were obtained. The effective recovery rate was 91.27%. Data were analyzed by EpiData software and SPSS 19.0 statistical software and the satisfaction and influential factors of community health service were analyzed by multivariate logistic regression. Results Among the 502 residents, 28 (5.58%) were very satisfied with community health services and 227 (45.22%) were satisfied, with 50.80% overall satisfaction rate. The satisfaction rates of operating hours (74.70%), distance (76.90%), department settings (55.38%), number of doctors (54.19%), privacy protection (69.12%), drug quality (57.57%) and basic drug types (55.77%) were high, while the satisfaction rates of waiting time (39.04%), service attitude (41.83%), technical level (43.82%), interpretation of communication (47.01%), health education (46.02%), drug prices (43.03%) and equipment (44.02%) were low. Logistic regression analysis showed that the waiting time(OR=1.672,95% CI:1.142-2.678), service attitude (OR=2.948, 95% CI:1.694-5.134), technical level (OR=1.923, 95% CI:1.272-3.158), explanation communication (OR=2.399, 95% CI:1.460-4.013) and drug prices (OR=1.574, 95% CI:1.042-2.379) were independent risk factors for residents' satisfaction. Conclusion Residents in Shanghai Pudong Huamu area have a relatively high degree of satisfaction about community health services. However, the community health service centers should try to shorten the waiting time, change the attitude of service, improve the technical level, strengthen communication, to achieve civilian drug prices, and further improve the residents of community health service work satisfaction.