張永建 徐銳 鐘正榮 耿慧 陳彬

摘要：目的? 分析微信公眾號(hào)在社康中心的運(yùn)用中的作用。方法? 選取2017年3月1日～2018年3月31日蛇口人民醫(yī)院深圳灣社康中心作為試驗(yàn)組，推出該社康的微信公眾號(hào)，同時(shí)選取該醫(yī)院同等規(guī)模的另一家社康中心作為對(duì)照組，不設(shè)微信公眾號(hào)，1年后對(duì)兩組社康的患者滿意度、服務(wù)人數(shù)、平均診療人數(shù)等指標(biāo)進(jìn)行統(tǒng)計(jì)分析。結(jié)果? 研究前后分別發(fā)放隨機(jī)調(diào)查問(wèn)卷1000份，回收合格問(wèn)卷分別為研究前966份，研究后952份，合格率分別為96.60%、95.20%。兩組研究對(duì)象研究進(jìn)行1年后，試驗(yàn)組患者滿意度高于試驗(yàn)前，差異有統(tǒng)計(jì)學(xué)意義（P=0.000）;對(duì)照組研究前后比較，差異無(wú)統(tǒng)計(jì)學(xué)意義（P=0.189）;研究后試驗(yàn)組患者的滿意度高于對(duì)照組，差異有統(tǒng)計(jì)學(xué)意義（P=0.001）;研究后試驗(yàn)組服務(wù)人數(shù)為37742人，高于對(duì)照組的27896人;平均診療人數(shù)為106人，高于對(duì)照組的78人。結(jié)論? 推行微信公眾號(hào)不僅可以提高社康的患者滿意度，還可以增加社康的服務(wù)人數(shù)和平均診療人數(shù)，微信公眾號(hào)對(duì)提高社康中心的服務(wù)質(zhì)量有促進(jìn)作用，值得在社康中心運(yùn)用。

關(guān)鍵詞：微信公眾號(hào);社康中心;服務(wù)質(zhì)量

中圖分類號(hào)：G206.2? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 文獻(xiàn)標(biāo)識(shí)碼：B? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?DOI：10.3969/j.issn.1006-1959.2019.09.007

文章編號(hào)：1006-1959（2019）09-0018-03

Abstract：Objective? To analyze the role played by the WeChat public account in the use of the Social Health Center. Methods? From March 1 to March 31， 2017， Shekou People's Hospital Shenzhen Bay Social Health Center was selected as the experimental group to launch the WeChat public number of the social welfare， and another social welfare center of the same size was selected as the control. In the group， there is no WeChat public account. After 1 year， statistical analysis is carried out on the indicators of patient satisfaction， number of patients， and average number of patients in the two groups. Results? A total of 1000 random questionnaires were distributed before and after the study. The qualified questionnaires were 966 before the study and 952 after the study. The pass rates were 96.60% and 95.20% respectively. After 1 year of study in the two groups， the satisfaction of the patients in the experimental group was higher than that before the test， and the difference was statistically significant （P=0.000）. There was no significant difference between the control group and the control group （P = 0.189）. The satisfaction of patients in the experimental group was higher than that in the control group，the difference was statistically significant （P = 0.001）. After the study， the number of patients in the experimental group was 37，742， which was higher than the control group of 27，896; the average number of patients was 106， higher than the control group of 78 people. Conclusion? The implementation of the WeChat public account can not only improve the patient satisfaction of the social health， but also increase the number of social services and the average number of patients. The WeChat public account has a positive effect on improving the service quality of the social welfare center and is worthy of being used in the social health center.