Study On The Service Quality Of Medical-Nursing Aging Institutions

With the increasing number of elderly and disabled people in China,the problem of medical care has become a growing concern.The quality of service of the medical-nursing integrated pension institutions directly determines the quality of life of the elderly,and has become a hot topic.Therefore,this paper has important theoretical and practical significance to study the service quality of medicalmaintenance-based pension institutions at this stage.Based on SERVQUAL model,this paper designs service quality measurable tables for institutions.From August to September,2018,13 pension institutions in Qingdao,Jinan and Binzhou and Shandong Province were selected to conduct a survey.Seven of them are medical-maintenance-integrated and six are non-medicalMaintenance-integrated.A total of 600 questionnaires were distributed to the elderly,558 of which were recovered,with an effective rate of 93%.Through the comparative analysis of the four service contents and five dimensions of the medical-maintenance combined pension institution and the nonmedical-maintenance combined pension institution,it is found that the service quality of the medical-maintenance combined pension institution is worse than that of the non-medical-maintenance combined pension institution.Among the four services,the spiritual consolation and cultural and entertainment services of the medical-nursing integrated pension institutions are superior to those of the non-medical-nursing integrated pension institutions,while the life care and medical services are relatively poor.From the perspective of five dimensions,the service quality of the tangible dimension of the medical-nursing integrated pension institution is better than that of the non-medical-nursing integrated pension institution,and the service quality of the reliability,assurance,responsiveness and empathy dimension is worse than that of the non-medical-nursing integrated pension institution.Using multiple linear regression model and factor analysis method,this paper explores the factors affecting the service quality of medical-nursing integrated pension institutions.The results show that the age,education level,self-rated health status,time of stay and income status of the elderly affect their evaluation of theservice quality of institutions.The medical service of the institution has become the first factor affecting the service quality of the institution,followed by spiritual comfort and cultural entertainment services,and life care has the weakest impact.In order to improve the service quality of institutions,it is imperative to build a three-in-one service system of medical care.first,to establish an Internet + precision medical service mechanism;two,to establish an long-term care mechanism;three,to establish a medical nursing service mechanism.