摘要
目的对老人长期护理保险(以下简称:长护险)老人满意度的测评,采用Kano模型分析现有长护险的服务质量属性及对失能老人的生活影响。方法对上海市虹桥社区2018年11月至2019年11月评估为2~6级的老年长期护理保险服务的170名老年人进行问卷调查,采用Kano模型,运行麦肯锡四象限矩阵,评估长护险的质量属性。结果比较满意度-重要度的折线图和四象限矩阵图,现有长护险的总体相对满意度较高,重要度最高的是照护次数、时间,满意度最低的是医疗保健问题照护;重要度和满意度之间差值较大的服务项目依次是医疗保健问题、照护时间、照护者的专业知识和技能;在不同评级中,2~3级重要度最高的是照护次数,重要度和满意度之间差值较大的为照护时间、病后康复指导;4级重要度最高的是个人卫生服务和生病时照护;5~6级重要度最高的是帮助个人卫生服务、跌倒预防护理,4~6级重要度和满意度之间差值较大的均为医疗问题照护和照护时间。结论老年长护险服务的总体满意度处较高水平,在整体测评中照护者一般状况、生活照护、提供生病时的照护(如卧床身体清洁等)、压疮护理以及照护次数具备基本属性,而医疗问题保健、照护者的专业知识和技能、安全管理照护在不同的评级中的期望属性均有表达。
Objective To analyze the quality of service and its impact on the life of disabled elderly people by a Kano model.Methods The questionnaire survey of 170 elderly people assessed as 2-6 grade long-term care insurance service in Hongqiao Community of Shanghai from November 2018~November 2019 was carried out by using Kano model to run McKinsey four quadrant matrix to evaluate the quality attributes of long-term care insurance.Results The overall relative satisfaction of the existing long-care risks was higher,the most important was the number of care,time,and the lowest satisfaction was the care of health care problems,the service items with the greater difference between importance and satisfaction were health care problems,care time,carer′s professional knowledge and skills,among the different ratings,the 2-3 level of importance was the number of care,the difference between importance and satisfaction was the care time,post-illness guidance,the 4 level of importance was the personal health service and care when sick,the 5-6 level of importance was the help with personal health services,fall prevention care and 4-6 grade importance and satisfaction was the time of medical care and care.Conclusion The overall satisfaction level of the elderly long-term care service is high.In the overall assessment,the general condition of the carer,the life care,the care provided when sick(such as bed cleaning),the pressure sore care and the number of care times have basic attributes,while the health care,the professional knowledge and skills of the carer,and the expected attributes of the safety management care in different ratings are expressed.
作者
李云
李英
刘菲
刘秀芝
严志敏
Li Yun;Li Ying;Liu Fei;Liu Xiuzhi;Yan Zhimin(Shanghai Hongqiao Community Health Service Center,Shanghai 201103,China;不详)
出处
《中国临床保健杂志》
CAS
2021年第2期191-195,共5页
Chinese Journal of Clinical Healthcare
基金
上海市闵行区卫生健康委员会科研项目(2018MW34)。
关键词
保险
护理工作
调查和问卷
病人满意度
老年人
Insurance,nursing services
Surveys and questionnaires
Patient satisfaction
Aged
