Research On Service Performance Evaluation Of Integrated Medical Care And Elderly Care Institutions

By the end of 2019,China had a population of 253.88 million people aged 60 and over,accounting for 18.1 percent of the total population.The population was aging seriously.The elderly have a growing demand for services such as rehabilitation care,disease prevention and health management.Because of the miniaturization of family structure,the traditional way of family pension has been unable to assume the burden of the pension,so it needs to seek the support of the social pension way such as institutional pension.It is difficult to match the traditional service delivery mode with the medical and nursing needs of the elderly,new models need to be explored.After the incorporation of medical care and health was proposed,many pension institutions actively put it into practice based on their own characteristics.Although obtained rapid development,their service performance is not high.The assessment of the services of medical and nursing organizations is helpful to recognize the obstacles in the process of service delivery.At the same time,it can enhance the efficiency of service,quality,satisfaction and improve the old-age institutions operating condition.To come up with countermeasures and suggestions for improving the service performance,this paper will set up a suit of service performance assessment indicator system.The main research in this paper is as follows:(1)First,this paper reviews the domestic and foreign literature on the bond of medical care and nursing,service quality,service efficiency and service performance of pension institutions;second,it defines the concepts of performance evaluation,medical and nursing institution;third,it also introduce the relevant theories of performance appraisal.(2)This paper constructs the assessment indicator system of service performance of medical and nursing organizations.Based on the "input-process-output-result" result chain and the four performance evaluation dimensions of economy,efficiency,effectiveness and fairness of the "4E" theory,this paper establishes the evaluation index model and select the evaluation index.After two rounds of index screening,a service performance evaluation index system consisting of 44 indexes which belong to 9 factors including capital input,service output and service satisfaction was finally established.After that,the index weight is determined by AHP method.(3)Case Analysis.By the way of investigation and telephone consultation of some medical and nursing institutions in J city,four representative medical and nursing institutions were selected.By integrating the TOPSIS method with the established service performance appraisal indicator system,the synthetical evaluation is carried out.This paper analyzes the the obstacle factors that affect its service performance,and propose some specific recommendation for enhancing the service performance of medical and nursing organizations.