摘    要：目的：了解居民的中医药健康服务满意度情况，并找出其影响因素，为社区中医药服务质量的进一步提高提供相关参考建议。方法：采取分层随机抽样方法，抽取杭州市江干区、余杭区、上城区、下城区、拱墅区共5个区。再按照典型抽样的方法每个区抽取1-2家社区卫生服务中心，共 6个社区卫生服务中心开展调查。对调查当日机构就诊患者采用随机拦截调查，每个机构调查30一70名患者。对调查所得到的数据使用SPSS进行统计分析。结果：满意度较高的前三项分别是“服务态度”、“医生的可信赖程度”和“社区医生的基本素质”;“满意度”较低的三项分别为“医疗环境”、“医疗器械的可靠性”和“收费的合理性”。接受了中医药健康服务的杭州市社区居民对医保报销比例（27.4%）和报销范围（28.5%）比较满意。41.2%的社区居民对中医药健康服务的需求程度为基本需要。经过分析，筛选出5个影响总满意度的因素，分别为户籍、职业类型、医保类型、健康状况、需求程度;影响医保满意度的4个因素为家庭人均月收入、职业类型、医保类型、需求程度。结论：杭州市社区居民对中医药健康服务的满意度总体较高，但仍有部分方面需进一步提高。提升满意度要从社区各方面建设入手，扬长补短，为居民提供高质量的服务。应根据居民特点创新宣传，引导居民了解健康知识，提升居民认知和信任度。从居民需求出发，落实相关政策，同时加大医保优惠力度，做到对部分居民经济可及。

Abstract：Objective: To understand residents' satisfaction with Chinese medicine and health services, and to find out the influencing factors, so as to provide relevant reference suggestions for the further improvement of community medicine service quality in the community. Methods: Stratified random sampling method was adopted to collect 5 districts in Hangzhou, Jianggan District, Yuhang District, Shangcheng District, Xiacheng District and Gongshu District. According to the typical sampling method, 1-2 community health service centers were selected in each district, and 6 community health service centers conducted surveys. A random interception survey was conducted on the patients admitted to the agency on the day of the survey. Each institution investigated 30 to 70 patients. SPSS was used for statistical analysis of the data obtained from the survey. Results: The top three items with higher satisfaction were “service attitude”, "doctor's trustworthiness degree" and "basic quality of community doctors",. The reason may be related to the way doctors and patients communicate in traditional Chinese medicine; the three items with lower “satisfaction” are “environment "," "instruments" and "charges." The community residents in Hangzhou who received the Chinese medicine health service were satisfied with the proportion of reimbursement for medical insurance (27.4%) and the scope of reimbursement (28.5%). 41.2% of the residents in the community have basic needs for the level of demand for TCM health services. After analysis, 5 factors affecting the total satisfaction were selected, including household registration, occupation type, medical insurance type, health status and demand degree, and the 4 factors affecting the satisfaction of medical insurance were monthly income of per capita, type of occupation, type of medical insurance and degree of demand. Conclusion:The community residents in Hangzhou have generally high satisfaction with TCM health services, but there are still some aspects that need further improvement. To improve satisfaction, we should start from all aspects of the community, strengthen the strengths and weaknesses, and provide high quality services for residents. Publicity should be based on Residents' characteristics to guide residents to understand health knowledge and enhance residents' cognition and trust. Starting from the needs of residents, we should implement relevant policies and increase the preferential treatment of medical insurance so as to achieve economic benefits for some residents.