摘要
目的了解佛山市适龄儿童家长对预防接种门诊服务的满意度，分析影响满意度的因素，为进一步优化免疫规划服务质量提供参考依据。方法采用统一的调查问卷对前往预防接种门诊的适龄儿童家长进行问卷调查，并对调查结果进行统计分析。结果调查对象从居住地到接种门诊的距离5km以下的占87．5％；从家里到接种门诊所花的时间在10min以内、10-29min、30min及以上分别占40．8％、52．8％和6．4％；交通方式以机动车为主，占52．0％；接种疫苗等候时间10min以内、10～29min、30min及以上分别占36．6％、47．9％和15．5％；调查对象对预防接种门诊的总体满意度评分平均为8．5分（满分为10分），其中非常满意157人，占30．3％；满意324人，占62．4％；感觉一般37人，占7．1％；不太满意1人，占0．2％；对各个项目的评分满意度从高到低依次为服务频次、医务人员技术水平、服务态度、预约方式、服务流程和门诊环境。结论佛山市预防接种服务获得适龄儿童家长的普遍认可，家长的户籍所在地、家庭收人水平、居住地与门诊距离、接种疫苗等候时间是满意度的影响因素；在今后的工作中，应重点关注非本市户籍家庭和低收入群体，进一步完善相应的服务。
Objective To understand satisfactory degree of expanded planning immunity standard outpatient departments in children＇s parents in Foshan City, and analyze affecting factors of satisfactory degree so as to provide reference for improve- ment of service quality. Methods Questionnaire survey of expanded planning immunity standard outpatient departments was conducted in children＇s parents, and survey results were analyzed. Results The distance between expanded planning immunity standard outpatient departments and resident places over 5 km accounted for 87.5%. The respondents, who took time to get the departments within 10 minutes, 10-29 minutes and 30 minutes or over, occupied 40.8%, 52.8% and 6.4%, re- spectively, by main way of automobiles （52.0%）. The waiting time within 10 minutes, 10 to 29 minutes, 30 minutes and above accounted for 36.6%, 47.9% and 15.5%, respectively. The average satisfaction score of expanded planning immunity standard outpatient departments was 8.5 （The aggregate score was 10）. Out of them, 157 were completely satisfied, account- ing for 30.3%; 324 were satisfied, holding 62.4%; 37 felt ok, occupying 7.1%; and 1 （0.2%） was unsatisfied. The satisfactory degree from high to low was service frequency, medical staff technology level, service attitude, appointment way, service pro- cess, and outpatient departments environment. Conclusions Expanded planning immunity standard outpatient depart- ments are generally accepted by children＇s parents in Foshan. The parents＇ register location, family income level, distance be- tween resident place and standard outpatient departments of expanded planning immunity, and waiting time was the factors influencing satisfaction. In the future, more attention should be paid to the families without local register and crowds with low income, in order to improve the service level.
出处
《疾病预防控制通报》
2013年第5期11-13,27,共4页
Bulletin of Disease Control & Prevention(China)
基金
佛山市卫生局医学科研项目<佛山市基层免疫规划服务现状和发展规划研究>(2010164)
关键词
预防接种
门诊服务
满意度
Vaccination
Outpatient service
Satisfactory degree
