Anhui Medical University
为了解安徽省基层家庭医生签约服务现状，探寻签约服务中存在的问题。本研究以签约居民方为研究视角，选取三个安徽省首批签约服务示范点，利用初级卫生保健评估工具（PCAT）和服务满意度（SERVQUAL）量表自制调查问卷，对选取示范点基层卫生室的签约居民进行调查，统计签约服务质量与签约居民满意度。结果显示签约服务质量的主要影响因素是家庭医生基本医疗服务的专业性，同时居民满意度最低的是个性化签约医疗服务。本研究基于马斯洛需求层次理论(Maslow’s Hierarchy of Needs)，提出基层卫生服务需方需求层次理论，以此分析基层家庭医生签约服务，该服务仍是一个待持续发展项目，需从扩展服务内容、加强专业人员培训、提高转诊能力等方面进一步提高服务质量，实现对签约群众的医疗健康保障。
To find out the current situation of primary family doctor contracting services in Anhui Province and to explore the problems in contracting services. Taking the contracted residents' side as the research perspective, this study selected the first three demonstration sites of contracted services in Anhui Province, and used the Primary Health Care Assessment Tool (PCAT) and the Service Satisfaction Scale (SERVQUAL) to develop a self-administered questionnaire to survey the contracted residents in the primary health care offices of the selected demonstration sites, and counted the quality of contracted services and contracted residents' satisfaction. The results showed that the main influencing factor of contracted service quality was the professionalism of family doctors' basic medical services, while the lowest satisfaction of residents was personalized contracted medical services. Based on Maslow's Hierarchy of Needs theory, this study proposes a demand-side demand hierarchy theory for primary health services and analyzes the contracted services of primary family doctors. The service is still a project to be developed continuously, and it is necessary to further improve the service quality in terms of expanding the service content, strengthening the training of professionals, and improving the referral ability to achieve medical health protection for the contracted people.