居家养老服务质量评价的日本经验及启示

发布时间：2018-01-03 16:14

本文关键词：居家养老服务质量评价的日本经验及启示　出处：《山东大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着我国老龄化程度的不断加深,居家养老服务成为我国"未富先老"问题的一个解决思路。近年来,国务院倡导建设以居家养老为基础的养老服务体系,各地区就此开展了各类政策实践。2016年12月7日,国务院颁布了《关于全面放开养老服务市场提升养老服务质量的若干意见》一文,根据该文件,我国未来逐渐把养老资源向居家社区服务倾斜,探索建立长期护理保险制度作为社会保障的一个重要方面,确保老年人老年生活的质量。作为一种引入社会力量的公共服务形式,如何确保服务质量,是居家养老服务在发展中需要解决的重要问题。本文通过对我国居家养老模式的历史和现状、以及日本相关服务类型的理论研究和实地走访,从政府实际的可操作性出发,认为日本在居家养老服务质量评价中的一系列做法,对于保证服务质量有促进作用。因此,以居家养老服务质量评价体系建设和评价指标确立为突破口,希望通过日本的做法,为我国居家养老服务质量评价体系的构建提供有益的经验。全文一共分为六章。在第一章梳理研究背景和相关文献资料之后,第二章对居家养老服务、公共服务质量、SERVQUAL模型等核心概念进行了界定,并将新公共管理理论、公共物品、治理理论和福利多元主义理论等作为文章的理论基础。第三章从总体上介绍了日本居家养老服务评价体系,包括日本居家养老服务质量评价发展历程与现状以及实施特点、取得的成效等几个方面。第四章通过运用SERVQUAL模型,以日本熊本县为例,从有形性、可靠性、响应性、保障性、公共性等五个维度,对日本居家养老服务质量评价指标进行分析,认为日本评价指标有系统性、科学性以及教育指导性等的突出特点。第五章通过梳理我国大连、宁波、苏州、南京等地区居家养老服务的实践经验,总结我国现有居家养老服务质量评价宏观层面和微观层面出现的问题。提出居家养老服务质量评价在宏观体系建设上要完善居家养老服务质量评价的信息公开与信息共享制度、设立专门评价机构并培养评价人才、注重评价体系中反馈和修正机制的建设、居家养老服务质量评价体系构建中统一性和特殊性相结合的策略。在微观评价指标的构建上,要建立统一的服务质量评价指标、注重评价指标系统性、科学性、教育指导性的结合、规范服务质量评价指标的使用以及操作流程设置等。最后,总结归纳了全文观点,同时简要指出了研究的不足和今后可以继续深入的方面。
[Abstract]:With the deepening of aging in China, home pension service has become a solution to the problem of "getting old before getting rich". In recent years, the State Council has advocated the establishment of a pension service system based on home pension. In December 7th 2016, the State Council promulgated the article on opening up the old-age service market in an all-round way to improve the quality of old-age service, according to this document. In the future, our country will gradually tilt the endowment resources to the community service at home, and explore the establishment of long-term care insurance system as an important aspect of social security. How to ensure the quality of elderly people's life as a form of public service which induces social power. It is an important problem that needs to be solved in the development of home pension service. This paper makes a theoretical study and field visit on the history and current situation of the home pension model in China, as well as the related service types in Japan. From the practical maneuverability of the government, the author thinks that a series of practices in the evaluation of the quality of home pension service in Japan can promote the quality of service. In order to establish the evaluation system of the quality of home pension service and the establishment of evaluation index as a breakthrough, I hope to pass through the practice of Japan. This paper is divided into six chapters. After the first chapter combing the research background and related literature, the second chapter is about the home pension service. The core concepts such as SERVQUAL model of public service quality are defined, and the new public management theory and public goods are put forward. Governance theory and welfare pluralism theory are the theoretical basis of the article. The third chapter introduces the evaluation system of home pension service in Japan. Including the Japanese home pension service quality evaluation and development process and implementation characteristics, the results achieved in several aspects. Chapter 4th through the use of SERVQUAL model, Japan Kumamoto Prefecture as an example. From the five dimensions of materiality, reliability, responsiveness, security and publicity, this paper analyzes the quality evaluation index of Japanese family pension service, and concludes that the evaluation index of Japan is systematic. 5th chapter through combing the practical experience of home pension service in Dalian, Ningbo, Suzhou, Nanjing and so on. This paper summarizes the problems existing in the evaluation of the quality of home old-age service in China at the macro and micro levels, and puts forward that the evaluation of the quality of the home care for the aged should improve the information disclosure and the quality evaluation of the service of the aged at home in the construction of the macro system. Information sharing system. Set up special evaluation institutions and train evaluation personnel, pay attention to the construction of feedback and correction mechanism in the evaluation system. The combination of unity and particularity in the construction of the evaluation system for the quality of the aged at home. In the construction of the micro-evaluation index, we should establish a unified evaluation index of service quality, pay attention to the systematic and scientific evaluation index. Finally, the author summarizes and summarizes the views of the full text, and briefly points out the shortcomings of the research and the aspects that can be further developed in the future.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D669.6;D731.3

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