论文部分内容阅读
目的了解就诊患者对社区卫生服务质量的看法和态度,为持续改进社区卫生服务质量提供科学依据。方法采用澳大利亚RACGP全科医学服务质量监测工具,对北京市某社区卫生服务机构的就诊患者进行问卷调查。结果10.7%和25.7%的患者认为社区卫生服务提供了较好的儿童和老年人的服务设施。有超过50.0%的患者认为等候医生看病的时间过长、挂号室的工作人员的信息服务质量需要改善,特别是80.0%以上的患者认为应该提高医生给幼儿看病的能力。人际服务质量应该得到显著改善,特别是隐私保护和对患者的关怀。认为应该改善复查服务和转诊服务的患者分别为30.7%和22.7%。结论从患者的观点看,社区卫生服务的可及性和有效性需要进一步改善。应针对服务各个阶段的结构、过程和结果进行深入分析,并制定和实施相应的质量改进措施。
Objective To understand the views and attitudes of the patients attending the community on the quality of community health services, and to provide scientific basis for the continuous improvement of community health service quality. Methods The Australian RACGP general medical service quality monitoring tool was used to conduct a questionnaire survey on patients in a community health service institution in Beijing. Results 10.7% and 25.7% of patients considered that community health services provided better facilities for children and the elderly. More than 50.0% of patients think that waiting time for doctors is too long, and the information service quality of staff in the registration room needs to be improved. In particular, more than 80.0% of patients think that they should improve the doctor’s ability to see children. The quality of interpersonal services should be significantly improved, especially privacy protection and care for patients. The patients who thought that the review service and referral service should be improved were 30.7% and 22.7% respectively. Conclusion From the patient’s point of view, the availability and effectiveness of community health services needs further improvement. An in-depth analysis of the structure, processes and results of each phase of the service should be conducted, and corresponding quality improvement measures should be formulated and implemented.