社区居民对社区卫生服务的满意度及其影响因素研究

Community Residents’ Satisfaction with Community Health Services and Its Influencing Factors

摘要: 目的：调查社区居民对社区卫生服务的满意度并分析其影响因素并以中国农业大学东校区周边社区为样本，为进一步提高社区卫生服务质量、更好适应居民需求变化提供意见。方法：在农大周边3个社区调查了83名居民，采用描述统计、相关系数计算以及多元回归等方法进行统计分析。结果：单因素分析得出，医疗保险形式对满意度影响具有统计学意义。γ系数相关性分析显示，医护人员态度、诊疗时间、药品价格、体检服务、营业时间等5个因素与社区卫生服务满意度的相关性较大，多元回归分析得，体检服务的满意度分数的改变对总体满意度均分的影响。满意度较高的主要是“体检服务”(2.60 ± 0.795)、“药品价格”(2.58 ± 0.828)、“医疗水平”(2.58 ± 0.828)。结论：社区居民对社区卫生服务的满意度较高，其中对满意度影响最大的因素为是否具有体检服务。建议：建议政府加大人才资金通入，政策支持，形成综合、连续的社区卫生服务体系，满足社区居民最基本的卫生服务需求，真正将实惠落到居民身上。

Abstract: Objectives: To investigate community residents’ satisfaction with community health services and to analyze their influencing factors. Samples are taken from the surrounding communities of the East Campus of China Agricultural University to provide suggestions for further improving the quality of community health services and better adapting to changes in residents’ needs. Methods: A total of 83 residents were surveyed in 3 communities around Nongda University. Statistical analysis was performed using descriptive statistics, correlation coefficient calculation, and multiple regression analysis. Results: The single-factor analysis found that the form of medical insurance had a statistically significant effect on satisfaction. Correlation analysis of γ-coefficient showed that five factors, such as attitude of doctors and nurses, time of diagnosis and treatment, price of medicines, physical examination service, business hours, etc., were highly correlated with community health service satisfaction. Multiple regression analysis showed the effect of changes in the satisfaction score of physical examination services on the average degree of overall satisfaction. The higher satisfaction rate was mainly due to “medical checkup service” (2.60 ± 0.795), “drug price” (2.58 ± 0.828), and “medical care level” (2.58 ± 0.828). Conclusion: Community residents have a high degree of satisfaction with community health services, and the most important factor in satisfaction is whether they have physical examination services. Suggestions: The government is advised to increase the access to human resources and provide policy support to form a comprehensive and continuous community health service system to meet the basic health service needs of the community residents and truly bring benefits to the residents.