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预防医学  2017, Vol. 29 Issue (7): 649-653    DOI: 10.19485/j.cnki.issn1007-0931.2017.07.001
  论著 本期目录 | 过刊浏览 | 高级检索 |
浙江省职业健康检查和职业病诊断服务满意度调查
蒋兆强1, 林松2, 郭心念1, 冯玲芳1, 张敏1, 余珉1, 汪严华2, 马明强2, 楼建林2
1. 浙江省医学科学院职业病防治研究所,浙江 杭州 310013;
2. 浙江省卫生监督所
An investigation on satisfaction of occupational health examination and diagnosis of occupational diseases in Zhejiang Province
JIANG Zhao-qiang, LIN Song, GUO Xin-nian, FENG Ling-fang, ZHANG Min, YU Min, WANG Yan-hua, MA Ming-qiang, LOU Jian-lin
Institute of Occupational Diseases,Zhejiang Academy of Medical Sciences,Hangzhou,Zhejiang,310013,China
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摘要 目的掌握浙江省用人单位和劳动者对职业健康体检和职业病诊断服务的满意度,指导和规范职业健康检查和职业病诊断工作。方法采用完全随机抽样法抽取953家用人单位、1 791名受检劳动者和135名接诊劳动者为调查对象,开展职业健康检查和职业病诊断服务满意度问卷调查。结果发放问卷2 879份,回收有效问卷2 841份,有效回收率为98.68%。调查对象对场所环境舒适、流程指示标识清晰、工作流程告知和注意事项告知的认可度均在98%以上,总体满意度为89.27%,对各项服务的满意度均在86%以上。受检劳动者、接诊劳动者、用人单位的总体满意度分别为89.28%、82.03%和90.22%;不同调查对象对流程指示标识清晰和注意事项告知的认可度、对服务态度和结果告知的满意度、总体满意度比较,差异有统计学意义(均P<0.05);两两比较结果显示接诊劳动者对服务态度和结果告知的满意度及总体满意度低于用人单位(均P<0.05),接诊劳动者的总体满意度低于受检劳动者(P=0.011);受检劳动者对流程指示标识清晰和注意事项告知的认可度低于用人单位(均P<0.016)。不同地区调查对象的总体满意度差异有统计学意义(P<0.01)。结论职业健康检查机构和诊断机构的服务需进一步改进,应切实改善服务态度,优化服务流程,缩短服务时间,提高服务质量和满意度。
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蒋兆强
林松
郭心念
冯玲芳
张敏
余珉
汪严华
马明强
楼建林
关键词 职业健康检查职业病诊断满意度认可度    
Abstract:Objective To investigate the employers' and employees' satisfaction of Zhejiang Province on occupation health examination and diagnosis of occupational diseases,and to guide and to standardize the occupation health examination and occupational disease diagnosis. Methods A random sample of 953 employers,1 791 workers with health examination and 135 workers with diagnosis of occupational diseases were selected in the survey,and the questionnaire about the Satisfuction on occupation health examination and occupation disease diagnosis were used in this survey. Results A total of 2 879 questionnaires were sent out,in which 2 841 valid questionnaires were returned,and the effective recovery rate was 98.68%. The recognition rates on comfortable environment,clear instructions process,workflow notification,and attention notification were all above 98%. The satisfaction rates for all items were above 86%,and the total satisfaction rate was 89.27%. The total satisfaction rates of workers with health examination,workers with diagnosis of occupational diseases and employers were 89.28%,82.03%,and 90.22%,respectively. The recognition rates on clear instructions process and attention notification,and the satisfaction rates on service attitude,result information and overall satisfaction were significantly different between different types of respondents (P<0.05). The results of pair wise comparison showed that the satisfaction rates of workers with diseases diagnosis on service attitude,results information and overall satisfaction were significantly lower than those of employers (P<0.05). The overall satisfaction rate of workers with diagnosis of occupational diseases was lower than that of workers with health examination (P=0.011). The recognition rates of workers with health examination on clear instructions process and attentions notification were lower than those of employers (P<0.016). There was a significant difference in the overall satisfaction between respondents in different regions (P<0.01). Conclusion The service of occupational health examination and occupational disease diagnosis services should be further improved. We should better learn the demands of employees and employers,improve service attitude,optimize service processes,shorten service time,and improve service quality and satisfaction.
Key wordsHIV    Occupational health examination    Diagnosis of occupational diseases    Satisfaction rate    Recognition rate
     出版日期: 2017-11-15
ZTFLH:  R132  
基金资助:浙江省医药卫生科技计划项目(2016KYB068); 浙江省重大科技专项重点社会发展项目(2014C03030); 浙江省医学支撑学科-劳动卫生学(11-ZC02)
通讯作者: 楼建林,E-mail: jianlinlou@163.com   
作者简介: 蒋兆强,硕士,助理研究员,主要从事职业流行病学工作
引用本文:   
蒋兆强, 林松, 郭心念, 冯玲芳, 张敏, 余珉, 汪严华, 马明强, 楼建林. 浙江省职业健康检查和职业病诊断服务满意度调查[J]. 预防医学, 2017, 29(7): 649-653.
JIANG Zhao-qiang, LIN Song, GUO Xin-nian, FENG Ling-fang, ZHANG Min, YU Min, WANG Yan-hua, MA Ming-qiang, LOU Jian-lin. An investigation on satisfaction of occupational health examination and diagnosis of occupational diseases in Zhejiang Province. Preventive Medicine, 2017, 29(7): 649-653.
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http://www.zjyfyxzz.com/CN/10.19485/j.cnki.issn1007-0931.2017.07.001      或      http://www.zjyfyxzz.com/CN/Y2017/V29/I7/649
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