社区公共卫生服务质量评价研究——以西安市为例

Research on the Evaluation of Community Public Health Service Quality—Taking Xi’an as an Example

摘要: 文章以顾客感知服务质量理论和SERVQUAL评价模型为依据，结合实际构建评价社区公共卫生服务质量的原始指标，通过两轮专家咨询法对指标进行遴选，并运用层次分析法对各指标进行赋权。研究采取分层抽样的方法对西安市人口密度较大的碑林区、莲湖区的来自6家社区公共卫生服务中心468名患者运用模糊综合评价法进行实证性研究。结果表明，西安市社区公共卫生服务在有形性环境建设、诊疗过程响应性及服务态度保证性方面取得了一定的成效，但在诊疗过程的保证性及服务的移情性方面评分较低，应进一步改进社区医生的医疗技术水平，积极落实家庭签约等移情性服务，提升社区公共卫生服务能力，从而转变居民“倒三角型”就医秩序。

Abstract: Based on customer perception of service quality theory and SERVQUAL evaluation model, this article combined the actual situation to construct the original indicators for evaluating the quality of community public health services, selected the indicators through two rounds of expert consultation, and used AHP to weight each indicator. The study adopted stratified sampling method to conduct an empirical study on 468 patients from 6 community public health service centers in Beilin and Lianhu districts with high population density. The results showed that the community public health services of Xi’an have achieved certain results in the construction of tangible environment, responsiveness of diagnosis and treatment, and assurance of service attitude, but the scores in regard of the assurance during the diagnosis and treatment process and the empathy of service are low. So the government should further improve the medical technology level of community doctors, actively implement empathy services such as family contracting, and enhance the community’s public health service capabilities, thereby transforming the residents’ “inverted-triangle” medical order.