The Survey Of Residents' Satisfaction In The Process Of Building A Community Health Service

Objective:Basing on the research and operation status, we try to establish a scientific and practical system of evaluation to understand the satisfaction of the urban community health services and the influential factors. Through the use of indicators of community health services to survey Binzhou City resident satisfaction conducted in test its reliability and validity, based on the analysis of resident satisfaction, The study was aimed to improve the work on resident satisfaction and provide the theory support for the policy making.Methods:1. Literature method:For the start, set the framework of indexes system by literature review.2. The Delphi Method:Experts on CHS, Public Health, General Practice and Health Management were selected to evaluate the indexes and their weights.3. Analytic Hierarchy Process:Using the analytic hierarchy process to construct the judgment matrix and determine the weighted coefficient.4. Empirical Study:540 community residents were evaluated to understand the performance of community health service.5. Statistical Analysis:SPSS 16.0 software was used to make the data processing and statistical analysis.Results:1. The index system and weights were determined including 5 first class indexes and 29 second ones after two rounds expert consultation. 2. The cronbach's a coefficients of the questionnaire is 0.936 and the Split-Half reliability are 0.869. The correlation coefficients between each item score and the total score were in 0.779～0.882. Five principal components were extracted by factor analysis.3. The overall satisfaction rate of the residents of the community health services is 57.1% acccording to the survey. The satisfaction of service attitude and the distance is higher than other, are more than 69.7%.4. Demographic factors were refused through Chi-square test. And after further multivariate statistics,5 factors are statistical significant (P<0.01), including the internal environment, Drug quality, Personal attention, illness explain and Treatment effect.Conclusions:1. Generally speaking, the index system is scientific and practical, and can reflect the theme of comunity public health and satisfaction evaluation.2. The reliability and validity (content and construct) of index system were high.3. Primary achievements have been acquired in the city, but there are still some questions, such as comunity health education, technical merit, the self-development and so on.4. Some suggestions were listed, such as performance motivation, information platform, using of residents' health files and social supports.