The Study On The Index System Of Residents' Satisfaction Evaluation Of Community Health Service

ObjectiveResidents'satisfaction is an important factor impacting the use of community health services and a significant indictor evaluating the quality and performance of community health service. And it is also one of the important bases that making the input policy and strengthening community health personnel constitutes. To increase the use of community health services through continuous improvement of service quality and the elevation of residents'satisfaction is an important goal in the development of community health service. At present, there are some prevalent defects showed in the evaluation tools of community health service satisfaction such as the non-specific set of indicators, the obvious bias answers, the incomplete evaluation of service quality, the not so strong supporting to policy-makers and so on. Therefore, the main purpose of this study is to build a set of scientific and applicable index system of residents'satisfaction evaluation of community health service based on the characteristics of the community health service.Methods1. Document study. Consult domestic and foreign literature about the theory of community health service, general medicine and the evaluation of medical quality. Collect the questionnaire used to evaluate residents'satisfaction with community health services in major cities, as well as the Picker Europe questionnaire for general medical services and the Australian patient satisfaction questionnaire and so on.2. Expert consultation method. To determine the satisfaction indicators and their weights through improved expert inquiry method.3. Spot investigation. Apply the questionnaire in the practice of evaluating residents'satisfaction with community health services to verify the reliability and validity of the indicator system and testify its rationality and practicability.4. Statistics method. Analyze the collected data through statistical methods including descriptive statistical analysis, factor analysis, nonparametric test and so on by Excel and SPSS.Results1. The index system of residents'satisfaction evaluation of community health service includes dimensionality of structures, processes, results, and accessibility dimensions. And institutional reputation, convenience, environment and facilities, quality of basic medical service, quality of public health service, service value consist of six first grade indicators includes.2. The chosen of evaluation indictors follow the principle of scientific and practicality. Sixteen second grade indicators and their weight are filtered and confirmed through expert consultation method.3. The investigation results of certain community health service center in Wuhan show that the evaluation index system of residents'satisfaction with community health service have well validity and reliability and can reflect the satisfaction degree of the residents effectivelyConclusion1. The evaluation of residents'satisfaction with community health service can provide impetus for quality improvement of community health service and supply advices for management decision-making ,and the utilization of community health service will be increased by this way.2. There are several characteristics on the evaluation of residents'satisfaction with community health service including the low degree of information asymmetry, the high game repetition, the strong market competition and the significant nature of f public goods.3. The system of residents'satisfaction evaluation of community health service designed by this research gives full consideration to advices of service providers and recipients, so it has a good validity and reliability and be testified by empirical studies.4. With the deepening of the medical and health system reform, the evaluation of residents'satisfaction with community health service needs to do studies in-depth, to expand the scope of evaluation test, to establish different evaluation systems for service units with different capacity, and to keep up with policy changes and update the indicators and weight timely.5. Community health agencies should try to improve service quality and elevate residents'satisfaction continuously through taking comprehensive measures such as to establish the concept of resident satisfaction, to improve infrastructure construction, to promote skill training of staffs, to enhance the friendship between the residents and institutions, to raise the level of responsiveness and so on.