Research On The Evaluation And Improvement Of The Service Quality Of The Elderly Care Institutions With Integrated Medical Care In Xi'an

With the arrival of the wave of silver hair,starting in 2020,our country will enter the era of "new old people ",our country's" post-60" will form a new wave of silver waves.With the rapid growth of the number of the elderly and the increasing demand for old-age care,how to face the challenges and opportunities brought by the pension industry has become the focus of the urgent need to solve.In recent years,the combination of medical and nursing pension institutions have been vigorously promoted,become our country to deal with the empty nest elderly,semi-disabled elderly,disabled elderly pension needs irreplaceable role.However,the operation and development of medical-support pension institutions are still in the initial stage.Providing high quality and high efficiency medical and nursing services has become an important problem that must be faced with the survival and development of medical and nursing pension institutions.The research methods of this paper are questionnaire survey,interview and SERVQUAL model analysis,which are mainly used to study the service quality evaluation and improvement countermeasures of Xi'an medical and nursing institutions.This paper is divided into six parts.The first part is the introduction,which includes research significance and background,literature review,research content and methods,and so on.The second part is the related concepts and theoretical basis of the quality research of medical and nursing institutions,which includes the definition of the concepts of medical and nursing combination,pension service,satisfaction and so on;the theoretical basis includes the following contents:welfare pluralism theory,demand hierarchy theory The theory of customer perceived quality of service,the theory of total quality management,and finally the SERVQUAL model are introduced.The third part is the construction of SERVQUAL service quality model and evaluation index system of Xi'an medical and nursing pension institutions.This part is mainly composed of three contents:one is the applicability analysis of SERVQUAL model,the other is the construction of evaluation index system,and the third is the questionnaire design of evaluating the service quality of Xi'an medical and nursing pension institutions.The fourth part is the empirical analysis of the service quality of Xi'an medical and nursing institutions-based on SERVQUAL evaluation method,this part includes sample basic information statistics and Analysis,design of service content,reliability and validity analysis of medical and nursing institutions,measurement and analysis of service content statistics and service quality of medical and nursing institutions in Xi,an.The fifth part is the countermeasures and suggestions to improve the service level of Xi'an medical and nursing pension institutions,which mainly includes increasing the policy and economic support for Xi'an medical and nursing pension institutions,strengthening the standardization construction of Xi'an medical and nursing pension institutions,paying attention to the spiritual comfort of the elderly in Xi'an medical and nursing pension institutions,and establishing the service mechanism of different charging standards and service types of medical and nursing pension institutions.Improving the institutions for the aged with the combination of Medical Care and Nursing in Xi'an City Management level,etc.The sixth part is the research conclusion and prospect of this paper,which is carried out from two parts.The first part is the conclusion after exploring the service quality of Xi'an medical and nursing pension institutions,and the second is the prospect of the methods and details of the related research in the future.The conclusions of this paper are as follows:the elderly are generally satisfied with the service quality of Xi'an medical and nursing pension institutions,but there are differences in the satisfaction of different services;the perceived quality of the elderly to the medical and nursing pension institutions is slightly lower than the expected quality,and there is a certain gap between expectation and perception,which indicates that the service quality of Xi'an medical and nursing pension institutions has a certain space to improve.From the point of view of service index,the elderly have the highest evaluation of cleaning service,followed by feeding service,then recreational service,and the evaluation of cultural,recreational service and medical service is lower.From the perspective of service quality,among these five types of services,the reliability of each service is reliable.The evaluation of sex,responsiveness and reliability is higher,while the evaluation of assurance and empathy is lower.In view of the above research results,it is suggested that the policy and economic support for Xi'an medical and nursing institutions should be increased,the standardization of services for Xi'an medical and nursing pension institutions should be strengthened,the spiritual comfort of the elderly should be paid attention to,and the service meehanisms of different charging standards and service types should be established according to the needs of the elderly and the degree of poverty.Improve the management level of Xi'an medical and nursing pension institutions to improve the service quality of Xi'an medical and nursing pension institutions.