医养结合机构满意度评价指标体系构建研究

发布时间：2018-05-01 16:20

本文选题：医养结合 + 机构　；参考：《青岛大学》2017年硕士论文

【摘要】：近几年来,我国正处于人口老龄化快速发展期,60岁以上老年人口比例逐年上升,在经济与社会全面发展之际,解决老年人赡养问题迫在眉睫。虽然,随着我国养老服务机构技术水平不断提高,生活照护服务和医疗服务技术质量呈现上升趋势,但从老年人满意度来看,在养老服务方面还存在急需解决的诸多问题。因此,本文以构建医养结合机构满意度评价指标体系为方向进行研究与探讨,用以衡量与评价医养结合性质的养老机构的服务质量。本研究是从满意度概念、理论出发,并界定了医养结合及医养结合机构的相关概念及特征,然后从国内外各个行业的顾客满意度测评及满意度指标体系构建方面的相关文献进行查阅并进行较为全面梳理与总结,最后从国内养老服务业的角度出发对其服务水平与现状、老年人满意度评价的研究成果进行归纳与汇总,以此为基础,总结出国内养老服务也服务质量监测与老年人满意度理论及测评方面还处于初级阶段,还存在许多问题与不足。这些问题主要是:满意度调查问卷的设计过于保守,没有实现新的突破;创建的指标体系缺乏系统性、规范性;没有切实的从调查对象的利益出发全面的考虑问题;在调查过程中缺乏有效的把控;对于调查收集的数据的整理与分析过简单、对于整理与分析的结果的价值没有充分挖掘及充分利用。因此,本文要避免以上问题,就必须要求调查者不仅需要收集大量的资料,还要求研究者在收集资料过程中严谨、专业,保证数据真实可靠并对数据进行深度分析与利用。为了更好的解决上述问题,本研究根据医养结合性质的养老机构的服务质量水平与现状,运用文献回顾、因子分析等方法,围绕医养结合机构满意度评价模型构建、满意度评价指标体系构建等方面进行研究。通过向老年人发放满意程度预调查问卷,收集整理与分析数据,并运用统计学软件SPSS17.0对调查问卷的效度和信度进行检验,以确保了评价结果的科学性、准确性。通过因子分析和主成分分析等方法对医养结合机构满意度评价指标体系进行筛选和修正,通过运用Saaty度确定并计算指标的权重,并确定每项指标对指标体系的重要程度。既系统规范又突出重点,从而使构建的满意度评价指标体系能够适用于考核医养结合模式养老机构的服务质量,实现相对客观、公正的反映老年人的满意度。
[Abstract]:In recent years, the proportion of the elderly population over 60 years old is rising year by year in the period of rapid development of population aging in China. At the time of the overall development of economy and society, it is urgent to solve the problem of supporting the elderly. Although the technical level of old-age service institutions in China is improving the quality of living care services and medical services is on the rise but in terms of the satisfaction of the elderly there are still many problems that need to be solved urgently in the field of old-age care services. Therefore, this paper studies and discusses the evaluation index system of the satisfaction degree of the medical and nursing institutions, in order to measure and evaluate the service quality of the pension institutions with the nature of the combination of medical and support. This study is based on the concept and theory of satisfaction, and defines the related concepts and characteristics of the combination of medical and nursing and the combination of medical and nursing. Then from the domestic and foreign various industries customer satisfaction evaluation and satisfaction index system construction related literature review and more comprehensive combing and summing up, finally from the perspective of the domestic old-age service industry to its service level and current situation. On the basis of summarizing and summarizing the research results of the elderly satisfaction evaluation, this paper concludes that the monitoring of the service quality of the aged and the theory and evaluation of the elderly satisfaction in China are still in the primary stage, and there are still many problems and shortcomings. These problems are: the design of satisfaction questionnaire is too conservative, not to achieve a new breakthrough; the index system is lack of systematic, normative, there is no practical from the interests of the survey object to consider the problem comprehensively; In the process of investigation, there is a lack of effective control, and the data collected in the investigation is too simple to be sorted and analyzed, and the value of the results is not fully excavated and fully utilized. Therefore, in order to avoid the above problems, we must require investigators not only to collect a large amount of data, but also to be strict and professional in the process of collecting data, to ensure that the data are true and reliable, and to conduct in-depth analysis and utilization of the data. In order to solve the above problems better, according to the service quality level and the present situation of the medical and nursing organization, this study constructs the satisfaction evaluation model of the medical and nursing organization by using the methods of literature review, factor analysis and so on. Research on index system construction of satisfaction evaluation. In order to ensure the scientific and accuracy of the evaluation results the validity and reliability of the questionnaire were tested with the statistical software SPSS17.0 by distributing the satisfaction pre-survey questionnaire to the elderly and collecting and analyzing the data. Factor analysis and principal component analysis were used to screen and revise the index system of satisfaction evaluation of medical and nursing institutions. The weight of the index was determined and calculated by using Saaty degree, and the importance of each index to the index system was determined. The evaluation index system of satisfaction degree can be used to assess the service quality of the old-age institution in combination of medical care and support mode, which can reflect the satisfaction degree of the elderly fairly and objectively.
【学位授予单位】：青岛大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：R197.1;D669.6

【参考文献】