仪征市卫生监督公众满意度提升研究

【作者】 王红梅；

【导师】 陈耀；

【作者基本信息】 扬州大学 ， 公共管理硕士（MPA）（专业学位）， 2017， 硕士

【摘要】 卫生监督是卫生计生行政部门执行国家卫生法律、法规,保护人民群众健康及其相关权益,维护正常公共卫生秩序和医疗服务秩序的重要保障。各级卫生监督管理的执行机构是卫生监督机构,具体责任部门是各级卫生行政部门。主要承担公共卫生、医疗卫生、放射卫生、计划生育、传染病防治、学校卫生和生活饮用水卫生等领域的监督执法职能。当前,我国正积极倡导构建人民满意的服务型政府。公众满意度成为公共服务评价反馈的主要来源和问责的重要依据。卫生监督履行法律监督职能的同时承担相关的管理与指导工作,也是社会公共服务之一。卫生监督的首要任务是保障公众的健康权益,因此,公众对卫生监督工作认不认可、支不支持、满不满意,是检验卫生监督工作成败的试金石。卫生监督公众满意度评价,符合国家服务型政府建设与以人为本的理念,是创建服务型卫生监督部门的重要举措,对于促进卫生监督工作具有重要的意义。本文选取仪征市卫生监督所为研究对象,仪征市卫生监督所作为仪征市的卫生监督管理执行机构,具体负责各项卫生监督执法工作,近年来关于仪征市卫生监督部门执法服务效能的投诉越来越多,公众满意度降低,影响到了卫生计生行政部门的执法形象。本文介绍了仪征市卫生监督概况和卫生监督、服务型政府、顾客满意度等相关概念和理论,梳理了卫生监督与公众、服务的关系,然后设计了问卷,并且实施了具体调查,通过对调查问卷数据统计进行了描述性的分析,目的是了解仪征市卫生监督公众满意度现状,分析卫生监督管理不同方面的满意度影响因素,从而作公众满意度的提升研究,提出针对性的提高满意度的建议及服务优化措施,以改善服务,提升卫生监督服务质量水平。更多还原

【Abstract】 Health supervision is the family planning administrative department of public health conducted health laws and regulations,and protect the health and its relevant rights and interests of the people,maintain the normal order of public health and medical services in the important safeguard.All levels of health supervision and management of actuator is health supervision agency,specific responsibility department is the health administrative departments at all levels.Mainly take on public health,medical and health,radiation health,family planning,the prevention and treatment of infectious diseases,the school of health and drinking water hygiene supervision and law enforcement in the fields of function.At present,China is actively advocating building people’s satisfaction of a service-oriented government.Public satisfaction as the main source of public service evaluation feedback and the important basis of accountability.Health supervision and legal supervision functions performed at the same time to undertake related management and guidance of work,is also one of the social and public services.Health supervision’s first priority is to safeguard the rights and interests of public health,as a result,the public health supervision work hard,don’t support,not satisfied,is the litmus test of a health supervision work success or failure.Health supervision and public satisfaction evaluation,in line with the state service oriented government construction and the concept of people-oriented,is an important way to create a service-oriented health supervision departments,has the vital significance for promoting health supervision work.This article selects in Yizheng city health supervision work of the research object,this paper introduces the general situation in Yizheng city health supervision and health supervision,a service-oriented government,customer satisfaction and related concepts and theories,combing the relationship between health supervision and the public,service,and then designed the questionnaire,and the implementation of the specific investigation,through has carried on the descriptive statistics of the questionnaire analysis,the purpose is to know the Yizheng city health supervision and public satisfaction with the status quo,analysis of health supervision and management of the different aspects of satisfaction influencing factors,thus the ascension of the public satisfaction research,put forward the corresponding Suggestions for the improvement of satisfaction and service optimization measures,to improve services,enhance the level of health supervision service quality.更多还原