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目的了解现有的职业卫生技术服务机构在上海市闵行区提供服务情况、企业对职业卫生技术服务机构满意度和对技术服务工作需求情况等。方法抽查2008—2011年间开展过作业场所中职业病危害因素检测评价的企业220户,对其进行问卷调查,定量资料用SPSS软件作相关统计分析;定性资料主要运用比较归纳的逻辑分析方法。结果在机构管理方面,服务流程、隐私保护、收费和服务指导方面满意度均较高;在服务过程管理方面,民营与公办服务机构之间存在显著性差异,其中包括双方沟通率、提供技术指导率、隐私保护率3个指标;在服务过程满意度方面,服务态度、服务效率、检测质量、结果满意等满意度较高,其中后3个指标民营与公办服务机构之间存在显著性差异;民营服务机构的等候时间短于公办机构;91.36%的企业能在规定时间内出检测报告;企业选择服务机构前3位因素分别是服务价格、服务态度和机构资质;企业希望机构能评价真实职业危害风险,开展培训和个人防护指导等。结论服务机构要提升服务内涵,加强机构软硬件建设,提升服务水平,满足企业需求;并帮助企业开展职业病防治知识的宣传培训,定期进行经验交流;监管部门要加强监管,警惕服务机构和企业利益趋同;企业的需求与选择是敦促服务机构进步的基础。
Objective To understand the current situation of service providers of occupational health services in Minhang District, Shanghai, the satisfaction of enterprises with technical service agencies for occupational health and the demand for technical services. Methods A total of 220 enterprises were selected for testing and evaluating occupational hazards in workplaces from 2008 to 2011. Questionnaires were conducted on the data and SPSS software was used for statistical analysis. Qualitative data were mainly analyzed by using comparative and inductive logic analysis. Results In the aspect of organization management, the satisfaction of service process, privacy protection, charging and service guidance were all higher. There were significant differences in service process management between private and public service providers, including the communication rate between both parties and the provision of technical guidance Rate and privacy protection rate. Satisfaction of service process, service attitude, service efficiency, testing quality and satisfactory results were satisfactory. Among the latter three indicators, there was a significant difference between private and public service agencies; 91.36% of the enterprises can submit the test report within the stipulated time; the first three factors that the enterprise chooses the service organization are the service price, the service attitude and the organization qualification respectively; The enterprise hopes that the organization can evaluate the real job Endanger the risk, conduct training and personal protection guidance. Conclusion The service agencies should enhance the service connotation, strengthen the construction of hardware and software of institutions, upgrade the service level and meet the needs of the enterprises, and help the enterprises to carry out the propaganda and training of knowledge on prevention and treatment of occupational diseases and exchange experiences regularly. The regulatory authorities should strengthen supervision and guard against service agencies and enterprises’ interests Convergence; the needs and choices of the firm are the cornerstones of the service organization’s progress.