Cross-sectional assessment on friendly service in Shanghai medical institutes

Objective To investigate the impact of youth friendly service on service recipients in medical institutions in Shanghai city and to provide clues for the improvement of medical service system.Methods A questionnaire survey was conducted among 737 female service recipients and 12 service providers in 12 medical institutions with the implementation of friendly service.The impacts of friendly service on service recipients were analyzed using mixed and multivariate logistic regression model.Results The satisfactory rate to the service in-demand(young adolescents aged less than 24 years)were 93.71%.The scores for the 3 domains of friendly service(service content,attitude,and pattern and quality)were 2.69±0.193,2.77±0.181,and 2.67±0.186.After controlling for intra-class correlation and residence,the influencing factors for the service recipients' evaluation on the 3 domains of the friendly service included managerial support (β=0.012,0.010,0.010),quality of service process(β=0.020,0.016,0.016),and policy and regulation of the medical institution(β=0.008,0.009,0.008),but the factors did not influence the satisfactory to friendly service among the service recipients.Conclusion Improving managerial support,quality of service process,policy and regulation of medical institutions could effectively enhance the service demander's positive opinion to the friendly service.