通讯作者: 袁蓓蓓, beibeiyuan@pku.edu.cn

DOI：10.12201/bmr.202606.00082

The relationship between job satisfaction of primary healthcare workers and patient satisfaction: the cross-level mediating effect of perceived quality of health care

• 摘要：目的：探究社区卫生服务机构基层卫生人员工作满意度与患者满意度的关系，以及患者卫生服务质量感知的跨层次中介作用。方法：采用横断面设计，于2025年11—12月调查北京市某区44家社区卫生服务机构907名基层卫生人员和1 411名就诊患者。采用明尼苏达工作满意度量表、自编的患者满意度量表和社区卫生服务质量感知量表测量核心变量，构建2-1-1跨层次中介模型，通过聚类Bootstrap法检验中介效应。结果：基层卫生人员工作满意度与患者满意度呈显著正向关联（γ=0.21，P<0.01）；患者卫生服务质量感知发挥部分中介作用，间接效应值为0.07，95%置信区间为 0.01, 0.14；患者年龄与满意度呈负相关，就诊频次与质量感知呈正相关。结论：基层卫生人员工作满意度与患者满意度之间既存在直接正向关联，也有部分关联经由患者卫生服务质量感知这一间接路径实现。建议优化薪酬分配、健全职业发展通道以提升基层卫生人员工作满意度，同时增强服务连续性与协调性以改善患者质量感知，实现基层医患双方满意度的提升。

  关键词： 社区卫生服务; 工作满意度; 患者满意度; 卫生保健质量

   

  Abstract: Objective: To investigate the relationship between job satisfaction of primary healthcare workers in community health service institutions and patient satisfaction, as well as the cross-level mediating effect of patients'' perceived quality of primary health care services. Methods: A cross-sectional design was adopted. Data were collected from 907 primary healthcare workers and 1 411 outpatients in 44 community health service institutions in a district of Beijing from November to December 2025. Core variables were measured using the Minnesota Satisfaction Questionnaire, a self-developed Patient Satisfaction Scale, and a self-developed Perceived Quality of Primary Health Care Services Scale. A 2-1-1 cross-level mediation model was constructed, and the mediating effect was tested using the cluster bootstrap method. Results: Job satisfaction of primary healthcare workers showed a significant positive association with patient satisfaction (γ=0.21, P<0.01). Patients'' perceived quality of primary health care services played a partial mediating role, with an indirect effect of 0.07 (95% confidence interval, CI: 0.01–0.14). Patient age was negatively correlated with patient satisfaction, while frequency of primary care visits was positively correlated with perceived quality of primary health care. Conclusions: Job satisfaction of primary healthcare workers not only has a direct positive association with patient satisfaction, but also exerts an indirect effect through patients'' perceived quality of primary health care services. It is recommended to optimize salary distribution and career development pathways to enhance job satisfaction of primary healthcare workers, and to strengthen service continuity and coordination to improve patients'' quality perception, so as to achieve simultaneous improvement of both staff and patient satisfaction in primary healthcare settings.

  Key words: Community health services; Job satisfaction; Patient satisfaction; Quality of health care

  提交时间：2026-06-30

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• 序号	提交日期	编号	操作
  1	2026-05-07	10.12201/bmr.202606.00082V1	下载

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