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目的通过采用澳大利亚的全科医学病人满意度和体验监测工具,采集病人对某社区卫生服务的评价,探讨社区卫生服务质量存在的优势和问题,以及社区卫生服务中心和服务站之间的质量差别,为合理地规划服务中心和不断改进社区卫生服务质量提供科学证据,并促进病人参与社区卫生服务的质量管理。方法选择社区卫生服务中心和社区卫生服务站就诊的病人700人,匿名回答42个与服务质量有关的问题。结果病人对社区卫生服务站的总体满意度和总体体验好于社区卫生服务中心。22个质量监测项目在两类社区服务机构之间差别有显著性意义(P<0.05)。社区卫生服务中心和社区卫生服务站具有基本类似的服务质量优势,但各自具有质量缺陷。结论全科医学病人体验监测是促进病人参与社区卫生服务管理和质量改进的有用工具,它采用发展性评价的原则,发现质量问题并探索改善质量的途径。在解释监测结果的时候,既要考虑到各个项目的病人回答率,同时也要关注病人观点对社区卫生服务质量改善的实际意义。
Objective To collect patient evaluations of a community health service using Australia’s general practice patient satisfaction and experience monitoring tools, explore the strengths and issues of community health service quality, and the quality differences between community health service centers and service stations. , Provide scientific evidence for rational planning of service centers and continuous improvement of community health service quality, and promote patient participation in the quality management of community health services. Methods A total of 700 patients were selected from community health service centers and community health service stations, and 42 questions related to service quality were answered anonymously. Results The overall satisfaction and overall experience of patients on community health service stations was better than that of community health service centers. 22 quality monitoring projects have significant differences between the two types of community service agencies (P<0.05). Community health service centers and community health service stations have basically similar service quality advantages, but each has its own quality defects. Conclusion General practice patient experience monitoring is a useful tool to promote patient participation in community health service management and quality improvement. It adopts the principle of developmental evaluation, discovers quality problems and explores ways to improve quality. When interpreting the monitoring results, it is necessary to take into account the patient response rate of each project, and also to pay attention to the practical significance of the perspectives of the patient on the improvement of community health service quality.