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目的 :了解、确定影响计划免疫服务人群满意度的绩效因素 ,探索顾客满意度调查这一方法在计划免疫服务质量管理中的应用。方法 :通过整群抽样 ,调查芜湖市区 1344名儿童 ,由儿童家长 /监护人填写设定的满意度决定因素评分情况的匿名调查表。结果 :对医护人员的业务技术、操作规范和接待态度等因素的评分达到比较满意水平的被调查人超过6 0 % ;涉及人际交流、健康教育、操作规范等有关的决定因素与总体满意度相关性强。结论 :“医护人员对疫苗的介绍、接种前医护人员的问诊”等 13个决定因素为影响计划免疫服务满意度的绩效因素。
OBJECTIVE: To understand and determine the performance factors that affect the satisfaction of planned immunization service population, and to explore the application of customer satisfaction survey in planned immunization service quality management. Methods: A total of 1344 children in Wuhu urban area were investigated by cluster sampling. The anonymous questionnaire of the scores of satisfaction factors set by children’s parents / guardians was filled in. Results: More than 60% of the surveyed people satisfied with the score of service technicians, operation rules and reception attitude, etc .; the determinants related to interpersonal communication, health education and code of practice were related to overall satisfaction Strong. CONCLUSION: The 13 determinants of “introduction of vaccine by medical staff and consultation by medical staff before inoculation” are the performance factors that affect the satisfaction of planned immunization services.