Study on satisfactory degree and influencing factors of patients with chronic diseases in Hangzhou community health services
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摘要: 目的 调查杭州市慢性病患者对社区卫生服务的满意度现状,了解现有社区卫生服务中存在的不足,并探讨患者满意度的影响因素,为社区卫生服务机构改善患者满意度提供建议和依据。 方法 采用随机抽样法,按患者档案号随机抽取2013年9月1日-2014年3月1日杭州市某大型社区卫生服务中心建档的651例慢性病患者,进行社区卫生服务满意度问卷调查,最终获得有效问卷610份,有效率为93.7%。采用Epidata软件录入数据和Stata 12.0统计学软件进行数据分析,使用描述性统计分析和单因素Logistic回归分析评估满意度及其影响因素。 结果 社区卫生服务满意度前3位的是医务人员服务态度、负担花费和就诊环境方面,分别为86.56%、82.79%、80.81%;满意度后3位的是医务人员主动讲解知识、技术水平和机构主动提供服务方面,分别为71.14%、73.28%、74.10%。Logistic回归分析结果显示,慢性病患者对社区卫生服务机构的满意度与退休前职业相关(P<0.05)。 结论 社区卫生服务中心应结合患者的自身特点,实施差异化服务,同时着力于提高医务人员技术水平,转变医务人员服务观点,加强沟通,提高患者对社区卫生服务工作的满意度。Abstract: Objective To investigate the satisfactory degree of patients with chronic diseases in Hangzhou community health services and its influencing factors so as to know the disadvantages of community health services and provide evidence for improving the patients'satisfaction. Methods A total of 651 patients with chronic diseases sign in a certain community health center of Hangzhou from September 1st,2013 to March 1st,2014 was selected for questionnaire research by random sampling in Hangzhou city.A number of 610 questionnaires was recovered,with a 93.7% effective recovery rate.The date was logged by Epidate and analyzed by Stata 12.0.Satisfactory degree and its influencing factors were analyzed with descriptive methods and univariate logistic regression. Results The satisfaction rates on attitude of medical personnel,medical cost,medical environment were the highest,and they were 86.56%,82.79% and 80.81%.While the lowest rate was health education,medical technology,positively provided service,only 71.14%,73.28%,74.10% respectively.Univariate logistic regression showed that satisfactory degree was correlated with profession. Conclusion In order to improve patient satisfaction,community health services centers should implement differentiated services based on characteristics of different patients.Meanwhile,we should improve the level of medical techniques,change the service concept of medical personnel and strengthen communication.
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Key words:
- Chronic diseases /
- Community health service /
- Satisfaction degree
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