Research On Evaluation And Optimization Strategy Of Home Care Service Quality In Jinan City Community

With the development of an aging society,the elderly population in Jinan keeps growing and the pressure of the society and family in providing elderly with services is increased.Recently,most elderly people choose home care services,and they,including their children,attach great importance to the quality of such services.By far,there are no decent theories in this area and the practical managements are lack of theoretical guidance.The investigation in this thesis,where the quality of current services has been analyzed,can contribute to improving the efficiency,pertinency,and scientificity of home elderly care services,with the result of further improving such home services.From the perspective of community home care service demand,this paper divides the community home care service into three types: daily care service,medical care service and spiritual comfort service.Then by reviewing the literature,the thesis builds a solid theoretical foundation for the evaluation of community home care service quality.Based on the SERVPERF model,the thesis,which has compared the theoretical models and analyzed their applicability,builds a quality evaluation index system for urban community home care service respectively from reliability,assurance,responsiveness,perception,empathizing quality evaluation in five dimensions,and eventually establish a Likert scale,The data were obtained mainly through questionnaire survey,which included basic information,Likert scale and open questions.The survey was conducted in urban areas of Jinan,including Huaiyin district,Tianqiao district,Shizhong district,Licheng district,Lixia district,high-tech zone and other parks,centers for the elderly and squares where the elderly population is relatively concentrated.255 pieces of basic data were finally obtained through questionnaires.The basic data collected were analyzed by descriptive statistical analysis,exploratory factor analysis and confirmatory factor analysis.It is found that different service categories and dimensions lead to obvious differences in service quality.From high to low,the qualityof home care service in urban community is medical care service,spiritual comfort service and daily care service.The reliability and perceived quality evaluation of medical care service is the highest,the overall evaluation of assurance and responsiveness is relatively close,and the evaluation of empathy quality is the lowest.The reliability dimension of spiritual comfort service has the highest evaluation,and the perceptive and empathic evaluation is next to the reliability,which is also related to the service characteristics of spiritual comfort itself.The dimensions of assurance and responsiveness need to be improved.The evaluation of responsiveness and reliability of daily care service is relatively high,the evaluation of assurance and sensibility is low,and the evaluation of empathy is insufficient.The results of empirical analysis show that the current community home care services need to be constantly optimized in the following aspects: Firstly,most of the elderly have limited funds,and government subsidies and scope need to be increased.Secondly,at present,the community home care service market is mostly purchased by the government,and the service mode and fund source are relatively single.Thirdly,The daily care service quality has the lowest evaluation,and the timeliness and pertinence of the service need to be enhanced to continuously provide personalized services that meet the needs of the elderly.Fourthly,The timeliness evaluation of service acquisition is the highest in the medical care service,but the elderly's evaluation on the interaction attitude,treatment effect and pricing of medical care personnel is low.Last but not least,the reliability of spiritual comfort service and the empathic evaluation are the highest,and the service staff will enlighten the elderly according to their individual psychological characteristics,but the professionalism of the staff still needs to be strengthened.Combined with the empirical analysis conclusion and the current situation of community home care services in Jinan city,this paper puts forward suggestions for quality optimization from the aspects of the government and the community.From the aspect of the government,there are three suggestions.Firstly,fiscal budget system for community home services should be perfected.Secondly,relevant supporting policies should beformulated to encourage diversified supply.Thirdly,it's best to establish long-term care insurance system for the elderly as early as possible.From the aspect of the community,there are four suggestions.Firstly,a sound legal system of community home care services should be established.Secondly,it's best to continue to improve the community home care services.Thirdly,the construction of human resources team should be strengthened.Lastly,personalized services should be pro to meet the diverse needs of the elderly.