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南京医科大学学报（社会科学版）京医科大学学报（社会科学版） 第4期 总第111期
南
· 400 · Journal of Nanjing Medical University（Social Sciences）of Nanjing Medical University（Social Sciences） 2022年8月
Journal

The status and countermeasures of grassroots family doctor

contracting service from the demand⁃side perspective

LIU Tong，GAO Yufei，LI Hui，SUN Jiangjie
School of Health Management，Anhui Medical University，Hefei 230032，China
Abstract：To find out the current situation of grassroots family doctor contracting services in Anhui
Province and explore the problems in contracting services，this study，via the contracted residents’side as the
research perspective，selected the first three demonstration sites of contracted services in Anhui Province. It
used the Primary Health Care Assessment Tool（PCAT） and the Service Satisfaction Scale（SERVQUAL） to
develop a self ⁃ administered questionnaire for contracted residents in the primary health care offices of the
selected demonstration sites， and counting 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 stating that this service is still a project to
be developed sustainably，and it is necessary to further improve the service quality in terms of expanding the
service content，strengthen the training of professionals，and improve the referral ability to achieve medical
health protection for the contracted people.
Key words：family doctor；contracting services；current situation survey；SERVQUAL model；demand⁃side
perspective