政府购买居家养老服务质量评估指标体系构建研究

发布时间：2018-07-09 15:24

本文选题：政府购买 + 居家养老服务　；参考：《华北电力大学》2016年硕士论文

【摘要】：近年来,随着老年人口占总人口的比例持续上升,中国人口老龄化逐渐加剧,养老问题日益突出。传统的家庭养老模式因家庭结构日趋核心化而难以为继,迫切需要建立起以居家养老为基础、社区为依托、机构为补充的社会化养老服务体系。政府购买居家养老服务是引导有效需求、提高养老服务资源合理高效配置、提高养老服务水平和质量的重要途径。各地区纷纷试点探索政府购买居家养老服务,并取得了一定的成果。政府购买居家养老服务在某种程度上具有公共服务的性质,其服务质量最能体现服务效果和公共价值,因此服务质量是政府购买居家养老服务的基础和关键。然而,当前各地在实践过程中对服务质量评估工作却关注不足,仅有少数地区开展评估工作,而且评估指标科学性、合理性也有待提升。此外,理论界研究成果也较少关注政府购买居家养老服务评估指标体系的构建,大多停留在评估程序、服务满意度等层面,研究缺乏针对性。因此,构建一套适合当前国情的政府购买居家养老服务质量评估指标体系,具有重要的理论和现实意义。本文按照“问题提出→理论基础、境内外经验分析→指标体系构建→实证检验→改进建议”这样典型的经验研究路径开展。第一,运用文献研究方法梳理政府购买居家养老服务质量评估指标体系建设的理论基础以及境内外典型地区的实践经验与启示。第二,在文献梳理基础上,综合政府购买居家养老服务的整个过程,按照系统性、可操作性、定量指标和定性指标相结合以及可比性的原则,采用德尔菲法、层次分析法构建适合当前国情的居家养老服务质量评估指标体系框架。评估指标选取坚持主客观内容相结合,包括专业化、标准化、可及性、有效性等4个一级指标,人员队伍、设备设施、流程、礼仪、响应性、成本价格、主观、客观等8个二级指标以及18个三级指标。第三,采用调查统计和实地研究等研究方法,以B市为例,使用所构建的评估指标体系对B市政府购买居家养老服务进行质量评估,再通过与B市居家养老服务实施情况、服务对象的主观评价以及专家评估意见的结果进行对比,对指标体系进行进一步验证。第四,验证结果发现,根据客观指标体系得出的评估结果与B市居家养老实施情况、服务对象的主观评价和专家评估意见较为一致,证明所构建的评估指标体系具有科学性、合理性。第五,指出当前评估指标体系在运用过程中也面临一些问题和挑战,如评估信息采集困难,评估细节规范性不足,服务对象自身素质对评估效果的影响等,并据此提出了一系列针对性的政策建议。
[Abstract]:In recent years, with the increasing proportion of the aged population in the total population, the aging of the population in China is becoming more and more serious, and the problem of providing for the aged is becoming increasingly prominent. Because the family structure is becoming more and more core, the traditional family pension model is difficult to continue. It is urgent to establish a socialized old-age service system based on the family pension, supported by the community and supplemented by the institution. It is an important way to guide the effective demand, improve the rational and efficient allocation of the endowment service resources and improve the level and quality of the old-age service. Regions have tried to explore the purchase of home care services, and achieved certain results. To some extent, the service quality of the government can reflect the service effect and public value most, so the service quality is the foundation and the key for the government to purchase the home pension service. However, in the process of practice, the assessment of service quality has not been paid enough attention to, only a few regions have carried out the evaluation work, and the evaluation index is scientific and reasonable, which needs to be improved. In addition, the theoretical research results also pay less attention to the construction of the evaluation index system of the government purchase home pension services, mostly stay in the evaluation process, service satisfaction and other levels, the research is lack of pertinence. Therefore, it is of great theoretical and practical significance to set up an evaluation index system of the quality of the old-age service which is suitable for the current situation. In this paper, a typical empirical research path is carried out according to "the theoretical basis of the problem is put forward and the index system of empirical analysis at home and abroad is constructed and the suggestion for improvement is put forward." The first is to use the method of literature research to sort out the theoretical basis of the establishment of the evaluation index system of the quality of the old-age care service purchased by the government and the practical experience and enlightenment of the typical areas inside and outside the country. Second, on the basis of combing the literature and synthesizing the whole process of government purchase of home pension services, according to the principles of systematization, operability, combination of quantitative and qualitative indicators and comparability, Delphi's method is adopted. The Analytic hierarchy process (AHP) is used to construct the evaluation index system framework of home pension service quality. The evaluation index selection insists on the combination of subjective and objective contents, including specialization, standardization, accessibility, effectiveness, personnel force, equipment and facilities, process, etiquette, responsiveness, cost and price, subjectivity, etc. Objective 8 secondary indexes and 18 third grade indexes. Thirdly, using the methods of investigation, statistics and field research, taking B city as an example, using the established evaluation index system to evaluate the quality of the home pension service purchased by B city government, and then through the implementation of home pension service with B city. The subjective evaluation of service object and the result of expert evaluation are compared to verify the index system further. Fourthly, the verification results show that the evaluation results obtained according to the objective index system are consistent with the implementation of the old-age care at home in B city, and the subjective evaluation and expert evaluation opinions of the service object are more consistent, which proves that the evaluation index system constructed is scientific. Rationality. Fifthly, it points out that the current evaluation index system also faces some problems and challenges in the process of application, such as the difficulty of collecting evaluation information, the lack of standardization of evaluation details, the influence of the quality of service objects on the evaluation effect, etc. Based on this, a series of targeted policy recommendations are put forward.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：D630;D669.6

【参考文献】