摘要: 目的 了解计划免疫服务人群对接种门诊服务质量的满意度, 为进一步改善免疫接种工作提供科学依据。 方法 自行设计调查表, 采用分层随机整群抽样的方法, 对山东省济宁市667名儿童家长进行问卷调查。 结果 有60.8%的家长对接种门诊的服务表示比较满意, 33.3%表示一般, 5.9%表示不太满意。经多分类有序反应变量Logistic回归分析显示, 影响主观满意程度的变量从大到小依次为:接种门诊的卫生状况(OR=2.74)、对家长的尊重情况(OR=2.67)、医护人员的技术水平(OR=2.64)、医护人员回答家长问题的情况(OR=2.15)、对疫苗相关知识的介绍(OR=1.76)、通知接种疫苗的方式(OR=1.71)、接种前的查体(OR=1.55)、打完疫苗对注意事项的告之情况(OR=1.52)。 结论 计划免疫接种服务对象的满意程度不仅与医疗技术水平、服务方式、服务质量等有关, 而且与环境因素、心理状态均有密切联系。

Abstract: Objective To understand customer satisfaction to the service of vaccination clinics for improving immune planning strategy. Methods Random cluster sampling was used and 667 parents from 5 communities of Ji'ning were surveyed with a self-designed questionnaire. Results Among the participants, 60.8% considered the vaccination service as good, 33.3% as not bad and 5.9% of the participants were unsatisfied to the service.The results of polytomous logistic regression on ordinal response displayed that variables which affecteded customer satisfaction were sanitation status of vaccination clinics (OR=2.74), the respect of clinic staffs to customer (OR=2.67), the skill of doctors and nurses (OR=2.64), medical knowledge of doctors and nurses (OR=2.15), the introduction of vaccination relevant knowledge (OR=1.76), the method of notice (OR=1.71), whether to conduct examination before inoculation (OR=1.55) and whether to rem ind key points after inoculation (OR=1.52). Conclusion The customer satisfaction to service of vaccination clinicis related to technical skills, service mode and quality of doctors and nurses and closely related to environmental factors and psvchological state of the customers.