在社區(qū)衛(wèi)生服務(wù)中心門診實(shí)施老年志愿者服務(wù)的效果評(píng)價(jià)

楊春琴 陳雅娟

摘 要 目的：分析老年志愿者在社區(qū)衛(wèi)生服務(wù)中心門診開展自助設(shè)備服務(wù)的成效。方法：于2017年3月1日、2018年3月5日采用系統(tǒng)抽樣方法分別選取自助設(shè)備志愿服務(wù)實(shí)施前、后的彭浦新村街道社區(qū)衛(wèi)生服務(wù)中心門診就診患者100例、105例作為研究對(duì)象，對(duì)其進(jìn)行就診環(huán)境、服務(wù)質(zhì)量等方面的滿意度調(diào)研。結(jié)果：實(shí)施自助設(shè)備志愿服務(wù)后，患者使用自助測(cè)壓及自助繳費(fèi)服務(wù)的次數(shù)分別為13 951、1 731次，與實(shí)施前比較，使用率差異均有統(tǒng)計(jì)學(xué)意義（P均<0.01）。實(shí)施自助設(shè)備志愿服務(wù)后，患者對(duì)就診環(huán)境舒適度、就診秩序、繳費(fèi)等候時(shí)間、咨詢服務(wù)便捷度及繳費(fèi)項(xiàng)目透明度等方面的滿意度均高于服務(wù)實(shí)施前，差異有統(tǒng)計(jì)學(xué)意義（P均<0.05）。結(jié)論：隨著社會(huì)老齡化的加劇，鼓勵(lì)低齡老人參與志愿服務(wù)可以有效彌補(bǔ)社會(huì)人力資源的不足，同時(shí)也對(duì)老年人融入社會(huì)、實(shí)現(xiàn)自我價(jià)值有著重要意義。

關(guān)鍵詞 老年志愿者 社區(qū)衛(wèi)生服務(wù)中心 門診服務(wù)

中圖分類號(hào)：R197 文獻(xiàn)標(biāo)志碼：A 文章編號(hào)：1006-1533（2019）16-0009-04

Evaluation of the effect of implementing elderly volunteer service in the outpatient clinic of the community health service center

YANG Chunqin， CHEN Yajuan

（Quality Control Department of Pengpuxincun Community Health Service Center of Jingan District， Shanghai 200435， China）

ABSTRACT Objective： To analyze the effect of self-service equipment services provided by elderly volunteers in outpatient clinics of the community health service center. Methods： On March 1， 2017 and March 5， 2018， a systematic sampling method was used to select 100 and 105 outpatients from Pengpuxincun Community Health Service Center before and after the implementation of self-service equipment voluntary service as the research objects for investigating their satisfaction with the environment， service quality and others. Results： After the implementation of self-service equipment voluntary service， the number of patients using self-service manometry and self-service payment service was 13 951 and 1 731， respectively. Compared with the pre-implementation， the utilization rate had statistical significance（all P<0.01）. After the implementation of self-service equipment voluntary service， the comfort degree of patients to the environment of consultation， the order of treatment， the waiting time for payment， the convenience of consultation service and the transparency of payment items were higher than those before the implementation of the service， and the difference was statistically significant（all P<0.05）. Conclusion： With the aggravation of the aging society， encouraging the young elderly to participate in voluntary service can effectively make up for the shortage of social human resources， and at the same time， it is of great significance for the elderly to integrate into the society and realize their self-value.

KEY WORDS elderly volunteer； community health service center； outpatient service

隨著上海分級(jí)診療制度的進(jìn)一步實(shí)施，2017年上海社區(qū)衛(wèi)生服務(wù)中心的服務(wù)量占全市門、急診總量的33.00%，但基層醫(yī)療機(jī)構(gòu)醫(yī)務(wù)人力短缺的問題卻難以在短時(shí)間內(nèi)得到有效解決。社區(qū)衛(wèi)生服務(wù)中心以老年患者為主，為患者提供安全、便捷、高效的就醫(yī)服務(wù)刻不容緩[1]。國家衛(wèi)生健康委員會(huì)《2016年深入落實(shí)進(jìn)一步改善醫(yī)療服務(wù)行動(dòng)計(jì)劃重點(diǎn)工作方案》[2]中指出，要充分發(fā)揮志愿者在醫(yī)患溝通中的橋梁和紐帶作用。美國13歲以上的公民中志愿者占50.00%左右[3]，老年志愿活動(dòng)也非常普及[4]。中國的醫(yī)院志愿者服務(wù)由上海東方醫(yī)院率先開展[5]，招募對(duì)象主要由醫(yī)學(xué)生及參與社會(huì)實(shí)踐的學(xué)生組成，存在著流動(dòng)性大、服務(wù)提供者不穩(wěn)定等問題[6]。上海市靜安區(qū)彭浦新村街道社區(qū)衛(wèi)生服務(wù)中心（簡(jiǎn)稱中心）于2012年6月成立由24名低齡老人組成的“樂醫(yī)”志愿者隊(duì)伍，為患者提供自助掛號(hào)（取號(hào)）、維持就診秩序等服務(wù)。