张永建 徐锐 钟正荣 耿慧 陈彬

摘要：目的  分析微信公眾号在社康中心的运用中的作用。方法  选取2017年3月1日～2018年3月31日蛇口人民医院深圳湾社康中心作为试验组，推出该社康的微信公众号，同时选取该医院同等规模的另一家社康中心作为对照组，不设微信公众号，1年后对两组社康的患者满意度、服务人数、平均诊疗人数等指标进行统计分析。结果  研究前后分别发放随机调查问卷1000份，回收合格问卷分别为研究前966份，研究后952份，合格率分别为96.60%、95.20%。两组研究对象研究进行1年后，试验组患者满意度高于试验前，差异有统计学意义（P=0.000）;对照组研究前后比较，差异无统计学意义（P=0.189）;研究后试验组患者的满意度高于对照组，差异有统计学意义（P=0.001）;研究后试验组服务人数为37742人，高于对照组的27896人;平均诊疗人数为106人，高于对照组的78人。结论  推行微信公众号不仅可以提高社康的患者满意度，还可以增加社康的服务人数和平均诊疗人数，微信公众号对提高社康中心的服务质量有促进作用，值得在社康中心运用。

关键词：微信公众号;社康中心;服务质量

中图分类号：G206.2                                  文献标识码：B                                 DOI：10.3969/j.issn.1006-1959.2019.09.007

文章编号：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.