Abstract:OBJECTIVE To understand the current situation of family doctors’ contracted service in Hangzhou and the reasons why the family doctor service was signed but no appointments. With regard to the aforesaid problem, countermeasures were put forward to provide references for further perfecting the family doctors’ contracted service system. METHODS In-depth interviews were conducted with 18 contracted doctors and institution managers from 2 community health service centers in a street of Hangzhou. A questionnaire survey was conducted among 200 residents in the communities of this street. RESULTS 76.7% of the residents “voluntarily signed the contracted doctor service after being introduced by the medical personnel in the community, while 77.6% of the contracted residents did not wholly accept or only partial accept the contracted services because they “thought they had no relevant needs”. Residents with different household registration and employment status had different situations for contracting, which had a statistically significant on the difference (P＜0.05), and the awareness of residents on different contracted different was different, which had a statistically significant on the difference(P＜0.05). Moreover, there were problems such as the lack of talents and the insufficient capability to provide follow-up contracting services, and the condition that the family doctors were signed but not appointed ever was existed. CONCLUSION The family doctor contracted service in Hangzhou was continuously developing and improving, but relevant corresponding measures should be taken in order to improve and solve the problems that the low cognition level of residents on the contracted service as well as the existing signed but not appointed ever for the family doctor service.