摘要目的 了解社区首诊背景下杭州地区居民对社区卫生服务机构的满意度水平及影响因素,为 促进社区卫生改革提供决策依据。方法 通过文献法和专家咨询法，根据杭州地区社区卫生 服务机构的特点，自行设计调查问卷。分层随机抽取了杭州地区上城区、江干区、西湖区、 萧山区、千岛湖、余杭区 6 个区中 16 个社区卫生服务机构，通过随机拦截法抽样，对 800

名城乡居民进行满意度问卷调查。结果 共发放问卷 800 份，收回有效问卷 692 份，有效回 收率 86。5%。统计分析结果显示：居民对社区卫生服务机构总体满意度为 74。1 13。4 分， 满意率为 58。2%。各维度满意度得分均一般，其中医疗技术满意度得分最高（76。5±15。6）， 服务功能满意度得分最低（69。8 ±17。8）；本次调查居民对社区卫生服务机构的总体满意率 为 58。2%，其他各维度满意率从高到低依次是医疗技术满意率 64。3%，价格流程满意率为 62。4%，环境质量满意率为 56。5%，服务功能满意率为 47。7%；满意度的影响因素分析结果显 示年龄、文化程度、医保类型和到社区卫生服务机构的步行距离是居民满意度的影响因素。 结论 我国社区卫生服务建设有所加强，尤其是医疗水平已得到较多居民的认可，但居民的 总体满意度均一般，应继续深化社区医疗卫生综合改革，合理规划社区卫生服务机构的布局， 提升社区卫生机构硬、软环境质量，提供合理就医流程和价格，创新和完善医疗保障制度、 社区卫生服务体系和服务功能。89197

Abstract Objective Under the background of community first contact care, this study aims at investigating the Hangzhou residents' satisfaction and effect factors of the primary health care institutions , and then providing a basis for decision-making policies on primary health care reform。 Methods Through the method of researching the papers and consulting experts, we developed the satisfaction questionnaire by ourselves In combination with the characteristics of the primary health service in Hangzhou。 16 primary health care institutions in Shangcheng, Jianggan, Xihu, Xiaoshan, Qiandaohu, Yuhang Districts were selected by stratified random sampling method, 800 residents

were surveyed randomly by an intercept questionnaire method．Results A total of 800

questionnaires were distributed, and then 692 questionnaires  were  collected effectively (response rate 86。5%)。 The overall satisfaction scores of residents to primary health services were 74。1  13。4。The scores of satisfaction in all   dimensions are average in which the scores of Medical technical were highest and the scores of service function were lowest。 The overall satisfaction rate was 58。2%, the other dimensions of the satisfaction from the highest to lowest in turn were 64。3% satisfaction of medical treatment, price process satisfaction rate of 62。4%, environmental quality satisfaction rate of 56。5%, service function satisfaction rate is 47。7%; Analysis results showed that age, level of education, type of health insurance and the walking distance from the primary health care institution are the effect factors of residents’ satisfaction。 Conclusion The basic health services have been strengthened, especially the medical level has been recognized by more residents, but the overall satisfaction of residents is not high。 It is necessary to deepen the comprehensive reform of community-level medical and health care, rationally plan the layout, raise the quality of the basic health organization hard and soft environment, make reasonable medical procedures and prices, innovate and improve the primary health service system and the function of service。源Y于U优I尔O论P文W网wwW.yOueRw.com 原文+QQ75201-8766

毕业论文关键词:社区首诊；社区卫生服务机构；满意度