Phân tích sự hài lòng về dịch vụ y tế ở vùng đô thị Tứ XuyênTrung Quốc_Investigation on satisfaction of community health services sep11

Phân tích sự hài lòng về dịch vụ y tế ở vùng đô thị Tứ XuyênTrung Quốc_Investigation on satisfaction of community health services sep11 BackgroundGeographical information aboutChengduClient’s satisfaction is a sensitive indicatorAssessment of satisfaction provides information to improve quality of careObjectivesTo measure satisfaction of community health services (CHS), its gap among 19 CHS institutions and its influence factors in Chengdu.

Wei LI U ， M D ， P h D

Ku nmi ng M ed i ca l U ni ver s i t y

M i n Z H AN G P h D

Ch e n g d u M e d i c a l U n i v e r s i t y

Investigation on Satisfaction of

Community Health Services in a

Main Urban Area of Chengdu, China

• Background

• Objectives

• Methods

• Results

• Conclusion

Background

Background

 Geographical information about Chengdu

 Client’s satisfaction is a sensitive indicator

 Assessment of satisfaction provides information

to improve quality of care

Objectives

Objectives

services (CHS), its gap among 19 CHS institutions and its influence factors in Chengdu

Methods

Methods

 Sampling and site selection

 Frequency analysis was utilized to measure satisfaction with questionnaire;

 Chi-square test and cluster analysis to know their difference of satisfaction degree among different groups and institutions;

 And qualitative analysis to know possible influence factors with telephone interview

Results

1 95% of 950 clients were rather satisfied with the

CHS;

Item Satisfaction Not bad Dissatisfaction Overall 95.0 5.0 0

Skills 85.0 15.0 0

Equipment 65.0 30.0 5.0

Environment 85.0 15.0 0

Attitude 95.0 5.0 0

Tab.1 Median of CHS Satisfaction among Outpatients（%）

2.Ranking of satisfaction from higher to lower were service attitude, institution environment, medical technology and equipment;

3 The satisfaction intervals of four key groups were 70%-100%, 60%-70%-100%, 80%-100% and 70%-100% respectively, among 2,150 interview subject；

Institutions Aging pop Patients with CD Maternal Parents of child

Tab.3 Satisfaction of CHS among 4 Key Groups（%）

4 Significant difference of satisfaction existed between 19 CHS institutions；

Institutes Skill ** Equip ** Envi ** Attitude ** Overall **

Tab.2 Satisfaction of CHS among Outpatients in 19 CHS Institutions（%）

**：  s2=39.453、  ep2=49.063、  en2=58.589、  a2=54.042、  o2=33.074，P<0.05。

5 19 institutions can be divided into 3 kinds according to the satisfaction degree with cluster analysis

conclusion

 The Total Quality Management should be introduced

in CHS management to promote satisfaction;

the gap among CHS institutions, with focusing on improving capability of providers and creating culture of humanistic care