A Research On The Evaluation Of The Quality Of Community Health Care Integration Services Based On The SERVPERF Model

Since the start of the new century,the problem of ageing in China has been increasing and there is a growing demand for medical care and health management services for the elderly population in institutions,the community and at home.However,older people prefer to age in familiar environments such as community homes than in institutions.Based on the size of China’s elderly population and the characteristics of elderly care,the Central Committee of the Party attaches great importance to the development of combined medical and health care services,and has placed a high priority on strengthening the construction of combined medical and health care services in the community and at home.It can be said that,as the main location for the implementation of integrated health care services,the quality of the integrated health care services in the community directly affects the quality of life of the elderly in their old age.Therefore,evaluating the quality of integrated health care services in the community and promoting its transformation from existence to excellence is the key to improving the quality of integrated health care services to effectively meet the needs of the elderly for healthy ageing.This research uses the SERVPERF model to construct a scale for evaluating community health care integration services based on the five dimensions of tangibility,reliability,responsiveness,assurance and empathy,and used the Hangzhou QC community as the research object.The data were collected using a questionnaire survey,and statistical analysis and reliability tests were conducted using SPSS27.0software;the fuzzy comprehensive evaluation method was also used to evaluate the overall quality of the integrated health care services in the QC community.The remaining dimensions are reliability,empathy,tangibility and responsiveness.Based on the data and further analysis of the research,it is found that due to a number of reasons,such as inadequate protection of the current policy and system,shortage of medical personnel and a single source of funding for services,QC communities are currently experiencing problems such as poorly equipped facilities,inadequate service protection,untimely response to service needs and lack of service diversity.To address these problems,this paper proposes five countermeasures to improve the configuration of relevant service facilities,improve the system of integrated community medical and health care services,strengthen the construction of medical personnel,broaden the network of integrated community medical and health care services,and increase the financial support for integrated community medical and health care services,in order to improve the quality of integrated community medical and health care services.