医养结合机构养老服务满意度研究

发布时间：2018-01-19 08:29

本文关键词： 医养结合机构养老养老服务满意度　出处：《哈尔滨工业大学》2016年硕士论文　论文类型：学位论文

【摘要】：老年人养老、医疗服务需求快速增长,而我国对此类服务供给不足。医养结合模式建设成为应对中国式老龄化的国家战略,其中医养结合养老机构是整合医疗、养老资源的主要载体。近年来随着国家政策的不断推进和各地区医养结合养老机构建设快速发展,我国医养结合机构养老服务供给受到前所未有的重视。医养结合机构养老服务的本质和最终目标是为公众提供高效、优质的养老公共服务。基于“没有测量就没有管理”的管理理念,本文对医养结合机构养老服务供给进行测评研究,建立医养结合机构养老服务满意度测评模型,并结合访谈内容的整理对医养结合养老机构建设中服务供给满意度现状进行分析,对医养结合养老机构发展提出相应建议。论文的主要研究内容和贡献如下:首先,从医养结合模式的研究背景进行阐述,提出本次研究的目的意义。通过对相关概念的界定分析医养结合机构养老服务的内涵,并从服务供给平台、性质等方面构建医养结合机构养老服务供给的理论基础;综合整理涉及医养结合机构养老服务的研究内容与成果,给研究医养结合机构养老服务满意度以理论上的依据,参照满意度相关研究成果对医养结合机构养老服务满意度的内涵进行界定,对医养结合机构养老服务满意形成机理进行诠释。其次,借鉴Fornell构建模型的理念及方法,结合顾客(公共)满意度指数的相关研究,综合考量医养结合机构养老服务特点,进行变量的选取和结构关系的假设,然后建立医养结合机构养老服务满意度指数模型。将哈尔滨市16家医养结合型养老机构作为研究对象,通过问卷调查的方式搜集数据进行统计分析。最后,应用医养结合机构养老服务满意度模型测度实证对象机构整体及3种类型机构的满意度水平,并针对3种类型医养结合养老机构的满意度测评结果有较大差异这一现象结合典型案例分析医养结合养老机构建设现状,并提出相应的发展建议。
[Abstract]:For the aged, the demand for medical services is growing rapidly, but the supply of such services is insufficient in our country. The construction of the model of combination of medical care and support has become the national strategy to cope with the aging of China, and the combination of traditional Chinese medicine and old-age care institutions is the integration of medical care. In recent years, with the continuous promotion of national policies and the combination of medical care and pension institutions in various regions, the construction of pension institutions has developed rapidly. The supply of old-age service in medical institution has been paid more attention than ever before in China. The essence and ultimate goal of old-age service is to provide high efficiency for the public. High quality public service for the aged. Based on the management concept of "no measurement, no management", this paper evaluates and studies the supply of old-age service in combination with medical institutions. This paper establishes the evaluation model of the satisfaction degree of the old-age service in the combination of medical and nursing institutions, and analyzes the present situation of the satisfaction degree of the service supply in the construction of the hospital combined with the support for the aged with the arrangement of interview content. The main research contents and contributions of this paper are as follows: firstly, the background of the research on the combination of medical care and support is expounded. Put forward the purpose significance of this study. Through the definition of related concepts to analyze the connotation of medical care combined with institutional pension services, and from the service supply platform. To construct the theoretical foundation of the old-age service supply in combination of medical and nursing institutions in terms of its nature and so on; Comprehensive collation involves the research content and results of the medical and nursing organization old-age care service, and gives a theoretical basis for the research on the satisfaction of the medical and support organization pension service. Referring to the related research results of the degree of satisfaction, the connotation of the degree of satisfaction is defined, and the formation mechanism of the satisfaction is explained. Secondly. Based on the concept and method of Fornell model, combined with the related research of customer (public) satisfaction index, the characteristics of medical care combined with institutional pension service were comprehensively considered. The selection of variables and the hypothesis of structural relationship were carried out, and then the index model of satisfaction of medical and nursing institutions was established. The 16 medical and support pension institutions in Harbin were taken as the research objects. Through the way of questionnaire to collect data for statistical analysis. Finally, the application of the medical care and support institutions pension service satisfaction model to measure the overall and three types of institutional satisfaction level. According to the result of satisfaction evaluation of three types of medical and nursing combined pension institutions, this paper analyzes the present situation of the construction of medical and nursing combined pension institutions with typical cases, and puts forward corresponding development suggestions.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：R197.1;D669.6

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