目的分析天津市河北区儿童家长对预防接种服务的硬件和软件满意度的评价及其影响因素,为进一步完善预防接种门诊规范化建设提供依据。方法 2014年对全区10家预防接种门诊随机抽取50名儿童家长,调查儿童基本信息以及对预防接种服务的满意度评价,对调查结果进行统计学分析。结果 1 000名调查对象对预防接种门诊的整体满意度为94.7%。其中对硬件满意度居前3位的分别为卫生状况、位置便捷以及接种流程,分别为96.6%、96.5%和96.3%;对儿童娱乐设施满意度较低,仅为85.7%。对软件满意度居前3位的分别为接种技术、预约方式以及服务态度分别为100%、96.6%和96.0%;对等待时间和宣传咨询的满意度较低,分别为90.5%和91.4%。影响调查对象满意度的因素是母亲职业以及父母的文化程度,母亲职业为行政干部和公司职员的满意度明显高于母亲为家务待业以及其他;父母文化程度越高,满意度越高。结论居民对预防接种满意度评价较高,但在等待时间和宣传咨询方面仍需改进和完善。 Objective To analyze the evaluation of parents’ satisfaction with hardware and software for vaccination services and their influencing factors in Hebei District, Tianjin, and to provide basis for further improving the standardized construction of vaccination clinics. Methods In 2014, 50 parents of 50 children were randomly selected from 10 vaccination clinics in the whole district to investigate the basic information of children and the evaluation of their satisfaction with vaccination services. The results of the survey were statistically analyzed. Results The overall satisfaction of 1 000 respondents in vaccination clinics was 94.7%. Among them, the top three in terms of hardware satisfaction were health status, convenient location and inoculation process, accounting for 96.6%, 96.5% and 96.3% respectively. Satisfaction with children’s entertainment facilities was low at 85.7%. Among the top three software vendors, 100%, 96.6% and 96.0% of the respondents were satisfied with the vaccination technology, booking method and service attitude respectively. Their satisfaction with waiting time and publicity and counseling was relatively low, at 90.5% and 91.4% respectively. The factors influencing the satisfaction of the respondents were the mothers’ matriculation and their parents’ educational level. The mothers’ job satisfaction to administrative cadres and employees was significantly higher than that of the mothers and other mothers. The higher the educational level, the higher the degree of satisfaction. Conclusion Residents have a higher rating on vaccination satisfaction, but they still need to improve and perfect their waiting time and publicity and consultation.