張永建 徐銳 鐘正榮 耿慧 陳彬

摘要：目的? 分析微信公眾號在社康中心的運用中的作用。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組，推出該社康的微信公眾號，同時選取該醫(yī)院同等規(guī)模的另一家社康中心作為對照組，不設微信公眾號，1年后對兩組社康的患者滿意度、服務人數(shù)、平均診療人數(shù)等指標進行統(tǒng)計分析。結果? 研究前后分別發(fā)放隨機調查問卷1000份，回收合格問卷分別為研究前966份，研究后952份，合格率分別為96.60%、95.20%。兩組研究對象研究進行1年后，試驗組患者滿意度高于試驗前，差異有統(tǒng)計學意義（P=0.000）;對照組研究前后比較，差異無統(tǒng)計學意義（P=0.189）;研究后試驗組患者的滿意度高于對照組，差異有統(tǒng)計學意義（P=0.001）;研究后試驗組服務人數(shù)為37742人，高于對照組的27896人;平均診療人數(shù)為106人，高于對照組的78人。結論? 推行微信公眾號不僅可以提高社康的患者滿意度，還可以增加社康的服務人數(shù)和平均診療人數(shù)，微信公眾號對提高社康中心的服務質量有促進作用，值得在社康中心運用。

關鍵詞：微信公眾號;社康中心;服務質量

中圖分類號：G206.2? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? 文獻標識碼：B? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?DOI：10.3969/j.issn.1006-1959.2019.09.007

文章編號：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.