摘要
基于SERVQUAL模型,针对医养结合型养老机构的特性,从有形性、可靠性、保证性、响应性、移情性5个维度对4项服务内容进行评价,构建了服务质量评价指标体系,并分析影响因子。结果显示:医疗服务质量是影响老年人对医养结合型养老机构服务质量评价的最强因子,其次为精神慰藉和文化娱乐。对此,通过分级诊疗与护理计划、智慧医疗服务、“机构+医院”的合作共享机制,提高老年人的获得感、安全感和幸福感,促进医养结合型养老机构健康持续发展。
Based on the SERVQUAL model,based on the characteristics of the medical caring and nursing combined institutions,this paper evaluated four service from five dimensions:tangibility,reliability,guarantee,responsiveness and empathy,and a service quality evaluation index system was constructed with its impact factors analyzed.The results showed that the quality of medical service was the strongest factor affecting the evaluation of the quality of service for the elderly about the institutions,followed by spiritual comfort and cultural entertainment.In this regard,it is necessary to improve the sense of well-being,security and well-being of the elderly through a grading diagnosis and treatment plan,a smart medical service,and an“institution+hospital”cooperation and sharing mechanism.Thus,we can achieve the healthy and sustainable development of the medical caring and nursing combined institutions.
作者
张云英
韩南南
ZHANG Yun-ying;HAN Nan-nan(College of Public Administration and Law,Hunan Agricultural University,Changsha Hunan 410128,China)
基金
国家社会科学基金项目“农村空巢老年人长期照护体系研究”（11BSH061）
关键词
医养结合
养老机构
服务质量
SERVQUAL模型
combination of medical caring and nursing
old-age care institution
quality of service
SERVQUAL model
