Satisfaction of Hangzhou residents with primary health care servicesand its influencing factors / 预防医学

ABSTRACT

Objective@#To understand the satisfaction of the residents in Hangzhou with primary health care services and its influencing factors, so as to provide basis for improving the quality of primary health care services.@*Methods@#This study adopted multi-stage stratified random sampling method to recruit the residents aged 14 years or over in Hangzhou from July to September, 2019. A self-designed electronic questionnaire for primary health care services in Hangzhou was used to collect the demographic information, the utilization of primary health care institutions, the scores of the indicators of primary health care services and the satisfaction. The ordinal and multinomial logistic regression model was conducted to analyze the influencing factors for the satisfaction with primary health care services. @*Results@#Totally 1 600 questionnaires were issued, 1 454 valid ones were collected, and the response rate was 90.88%. Five ( 0.34% ) residents were very dissatisfied, 16 ( 1.10% ) residents were dissatisfied, 153 ( 10.52% ) residents were generally satisfied, 780 ( 53.65% ) residents were satisfied, and 500 ( 34.39% ) residents were very satisfied with primary health care services. The ordinal and multinomial logistic regression analysis showed that basic medical insurance for urban employees ( OR=0.514, 95%CI 0.370-0.714 ) , no health records in primary health institutions ( OR=0.528, 95%CI 0.331-0.844 ) or unknown ( OR=0.524, 95%CI 0.331-0.829 ) , the queuing time spent for getting medicines ( OR=0.698, 95%CI 0.531-0.917 ) , ways of getting medicines (OR=0.639, 95%CI 0.452-0.903 ) and completeness of testing equipment ( OR=1.315, 95%CI 1.012-1.710) were influencing factors for the satisfaction with primary health care services.@*Conclusions@#The residents in Hangzhou are generally satisfied with the primary health care services, which are associated with the type of medical insurance, the condition of health records in primary institutions, the queuing time spent for getting medicines, the ways of getting medicines and the completeness of inspection equipment.