南沙区珠江街道居民对社区卫生服务满意度的调查分析

Investigation and Analysis on the Satisfaction of Residents in Zhujiang Sub-District, Nansha District with Community Health Services

摘要: 目的：了解广州市南沙区珠江街道居民对社区卫生服务的满意程度，探讨影响社区居民满意度的主要因素，为提高广州市南沙区珠江街道社区卫生服务质量提供参考依据。方法：采用随机抽样方法对该街道的居民进行问卷调查。结果：广州市南沙区珠江街道居民对社区卫生服务的总体满意度评分为(4.22 + 0.90)分。各维度满意度得分由高到低依次为服务性(4.22 + 0.90)分、舒适性(4.21 = 0.88)分、经济性(4.14 + 0.92)分。在具体服务项目中，隐私保护满意度最高(4.30 ± 0.87)分，家医服务满意度相对较低(4.09 ± 1.00)分。不同性别居民在隐私保护、医护态度、宣传教育三个维度上存在显著性差异(P < 0.05)，女性秩平均值显著低于男性。不同年龄居民在总体满意度及各维度上均存在显著性差异(P < 0.05)，其中19~45岁组满意度最高，60岁以上组满意度最低。已建立健康档案居民在基础设施满意度上显著高于未建档居民(P < 0.05)。多因素Logistic回归分析显示，诊疗方案与用药告知、服务价格、家庭医生签约服务、隐私保护、医护人员医术与反馈及时性、健康宣传教育、引导标识满意度对总体满意度均有显著正向影响(P < 0.05)。结论：社区居民对该区的社区卫生服务总体满意度较高，应以服务对象需求为导向，加强社区卫生服务中心的内涵建设，进一步提高居民满意度。

Abstract: Objective: To investigate the satisfaction of residents in Zhujiang Subdistrict, Nansha District, Guangzhou with community health services, explore the main factors affecting residents’ satisfaction, and provide a reference for improving the quality of community health services in this subdistrict. Methods: A questionnaire survey was conducted among residents in the subdistrict using a random sampling method. Results: The overall satisfaction score of residents in Zhujiang Subdistrict, Nansha District, Guangzhou City, with community health services was (4.22 ± 0.90). Satisfaction scores across dimensions ranked from highest to lowest were service quality (4.22 ± 0.90), comfort (4.21 ± 0.88), and affordability (4.14 ± 0.92). Among specific service items, privacy protection scored the highest (4.30 ± 0.87), while family doctor services scored relatively lower (4.09 ± 1.00). There were significant differences in three dimensions including privacy protection, medical staff attitude, and health education between residents of different genders (P < 0.05), and the mean rank of females was significantly lower than that of males. Residents of different age groups showed significant differences in both overall satisfaction and individual dimensions (P < 0.05), with the 19~45 age group reporting the highest satisfaction and those aged over 60 the lowest. Residents with established health records had significantly higher satisfaction with infrastructure than those without health records (P < 0.05). Multivariate Logistic regression analysis showed that satisfaction with treatment plans and medication notification, service pricing, family doctor signing-up services, privacy protection, medical competence and timeliness of feedback by healthcare personnel, health education, and signage guidance all had significant positive effects on overall satisfaction (P < 0.05). Conclusion: Overall, residents are relatively satisfied with community health services in the area. It is necessary to take the needs of service recipients as the guidance, strengthen the connotation construction of community health service centers, and further improve residents’ satisfaction.