【摘要】 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。更多还原

【Abstract】 Objective:In order to understand the customers attitude to Expanded Program on Immunization(EPI) service and identify the performance factors.To explore the use of the customer satisfaction survey in quality management of EPI.Methods:By cluster sample,a survey on EPI service satisfaction was conducted among 1344 children in Wuhu city.Their parents or guardians fill in the anonymous questionnair which include determination factors of satisfaction. Results : More than 60% of the respondents gave great evaluation on these aspects of EPI service:such as doctors and nurses’ professional skill,operating regulation and working attitude ect.The result of correlate analysis indicated that communication between provider and customer ,health education ,operating regulation were more important to improve the satisfaction score. Conclusion: 13 determination factors were identified as performance factors.更多还原