城镇居民基本医疗保险参保人员满意度测评研究——以泉

学校代码：分类号：研究生学号：密级：硕士专业学位论文城镇居民基本医疗保险参保人员满意度测评研究——以泉州市鲤城区为例AEvaluationResearchofSatisfactionLevelofLichengInsuranceParticipantswithResidentMedicalInsurancePolicy作者姓名：指导教师：实际单位导师：专业学位类别：公共管理硕士研究方向：社会政策与管理研究所在学院：论文提交日期：二○一四年六月五日学位论文独创性声明学位论文版权使用授权声明摘要I摘要泉州市城镇居民基本医疗保险制度运行至今取得了一定的成绩，当然也存在一些问题。本研究以泉州市鲤城区的问卷调查数据为基础，主要从人口统计学特征以及参保人对医保政策、医保经办机构、社区居委会和定点医疗机构的满意度等维度研究参保人员对该制度的总体评价，运用多元逐步回归分析影响满意度各个维度的因素，并在因子分析基础上运用多元逐步回归分析影响总体满意度的因素。研究结果表明，当地参保人员对城镇居民基本医疗保险的总体满意度尚可，人口学特征中的年龄和受教育程度、医保政策中的最高支付限额、医保经办机构的服务态度和定点医疗机构中的医生熟悉医保政策程度等因素都会对参保人员总体满意度产生显著影响。其中，参保人对现行医保政策的满意度尚可，其影响因素包括药品目录、缴费政策、报销比例和最高支付限额。参保人对医保经办机构工作的满意度相对较高，其影响因素包括对定点医疗机构的监管力度、业务能力、政策宣传力度和服务态度。参保人对社区居委会工作的满意度相对较高，其影响因素包括服务态度、缴交方式及流程、工作效率和政策宣传力度。参保人对定点医疗机构工作的满意度相对较低，其影响因素包括服务态度、就医便利程度、办理医保手续便捷程度、检查用药合理程度和医疗费用水平。参保人员满意度尚可从微观层面肯定了泉州市城镇居民基本医疗保险制度建立几年来所取得的成绩。随着经济和社会的发展，参保人员对城镇居民基本医疗保险的期望值会逐渐提高，满意度也会发生变化。因此，应进一步完善医保政策，加强经办机构能力建设，增强社区居委会服务意识，健全医药机构相关机制等。关键词：城镇居民基本医疗保险满意度多元逐步回归AbstractIIIAbstractSofar,Quanzhouresidentmedicalinsurancehasmadecertainachievements.Ofcourse,therearesomeproblems.ThestudyisbasedinsurveydateofLichengcounty,dimensioningfromdemographics,medicalinsurancepolicy,medicalinsuranceagencies,communitycommitteesanddesignatedmedicalinstitutions,andtheuseofmultiplestepwiseregressionanalysisoffactorsaffectingvariousdimensionsofsatisfactions,andtheuseoffactoranalysisandmultiplestepwiseregressionanalysisoffactorsaffectingoverallsatisfaction.Theresultsshowthat,overallsatisfactionleveloflocalinsuranceparticipantswithresidentmedicalinsuranceisacceptable,andtheage,levelofeducation,themaximumpayment,theserviceattitudeofmedicalinsuranceagencies,thedegreeoffamiliarityformedicalinsurancepolicyhaveasignificantimpactonoverallsatisfaction.Thesatisfactionlevelofinsuranceparticipantswithcurrentmedicalinsurancepolicyisacceptable,andtheimpactoffactorsincludingdruglist,paymentpolicies,reimbursementandthemaximumpayment.Thesatisfactionlevelofinsuranceparticipantswiththeworkofmedicalinsuranceagenciesisrelativelyhigh,andtheimpactoffactorsincludingthedesignatedmedicalinstitutionssupervision,operationalcapacity,policyadvocacyeffortsandserviceattitude.Thesatisfactionlevelofinsuranceparticipantswiththeworkofcommunitycommitteesisrelativelyhigh,andtheimpactoffactorsincludingserviceattitude,paymentmethodsandprocesses,efficiencyandpolicyadvocacyefforts.Thesatisfactionlevelofinsuranceparticipantswiththeworkofdesignatedmedicalinstitutionsisrelativelylow,andtheimpactoffactorsincludingserviceattitude,medicalconvenience,convenientdegreeofmedicalinsuranceprocedure,areasonabledegreeofmedicationandcheck,andmedicalexpenses.SatisfactionlevelofinsuranceparticipantscanstillaffirmtheachievementsofQuanzhouresidentmedicalinsurancesystemovertheyears.Withthedevelopmentofeconomyandsociety,theexpectationsforresidentmedicalinsurancewillgraduallyimprove,andthesatisfactionwillchange.Therefore,weshouldfurtherIVimprovethemedicalinsurancepolicy,strengthenthecapacityofmedicalinsuranceagencies,enhanceserviceawarenessofcommunitycommitteesandsoundmechanismsofmedicalinstitutions.Keywords:ResidentmedicalinsuranceSatisfactionlevelMultiplestepwiseregression目录V目录第1章绪论.......................................................11.1研究的背景和意义.............................................11.1.1研究的背景...............................................11.1.2研究的意义...............................................31.2文献综述.....................................................41.2.1顾客满意度理论和参保人员满意度的概念.....................41.2.2顾客满意度指数测评模型...................................51.2.3满意度测评实践研究.......................................71.3理论框架与研究假设..........................................111.3.1确定研究维度............................................111.3.2建立评估模型............................................111.3.3提出研究假设............................................131.4研究内容与技术路线..........................................141.4.1研究内容................................................141.4.2技术路线................................................141.5研究的方法..................................................151.5.1文献法..................................................151.5.2问卷法..................................................161.5.3案例分析法..............................................161.5.4统计分析方法............................................161.6本研究的特色及创新之处......................................17第2章泉州市鲤城区城镇居民基本医疗保险发展概况..................192.1政策概述....................................................192.1.1参保范围和对象..........................................192.1.2缴费政策................................................192.1.3起付标准、最高支付限额和报销比例........................202.1.4药品目录................................................212.2经办机构概述................................................22VI2.3参保情况概述................................................23第3章鲤城区城镇居民基本医疗保险满意度测评方法与设计............253.1确定问卷调查对象............................................253.2问卷设计....................................................253.2.1测评量表及其项目数量选择................................253.2.2整体满意度测评位置................................