Research On The Model Of Elderly Care Service In Customer-oriented Institutions

With the development of social economy and culture,the average life expectancy has gradually increased.China has entered an aging age,the demand for old-age services has increased dramatically,and the supply of old-age services is insufficient.Institutional old-age care is one of the main modes of old-age care services.At present,there are problems such as insufficient resources and uneven service quality.How to raise the level of institutional old-age service and improve the quality of life and happiness of the elderly is an important issue in the field of public service.Dongcheng Nursing Home in Dongguan City,Guangdong Province is driven by "customer orientation".The concept of service management has been realized from "task center" to "elderly center",service system from "scattered" to "fine",service content from "single" to "multiple",service departments and functions from "chaos" to "clarity" The transformation of service personnel from "hybrid" to "professional" meets the needs of the elderly,respects the consumption preferences of the elderly,continuously derives service value,and improves service quality and satisfaction.Dongcheng Nursing Home has been rated as "National Model Nursing Home" and "Guangdong Provincial Civil Affairs System Wind Construction Demonstration Unit",and has been recognized by the Guangdong Provincial Quality Supervision AAAA.This paper analyzes the process of "customer-oriented" service of dongcheng nursing home in Dongguan city by participating in observation and interview,discusses the feasibility and difficulty of this model extension,and puts forward the way of extending this service model.Common service objectives,advanced service concepts,and similar service content are the basis for the promotion and application of the "customer-oriented" model.However,some old-age organizations also faceproblems such as shift of service focus,lack of service resources,and difficulty in achieving service fairness.Finally,the paper constructs the "planetary model" of institutional pension service.To establish an old-age service model with the elderly as the core and the interests of the elderly as the starting point;To meet the needs of the elderly,expand the range of choice for the elderly,and increase the diversity of old-age service products;Promote the value of the elderly,improve the level of services,and improve the operation mechanism of old-age services;Analyze the consumption behavior of the elderly,respect the consumption will of the elderly,and follow the consumption preference of the elderly.The "customer-oriented" institutional old-age care service provides the direction and reference for the future reform of old-age care institutions,which will help to improve the level of old-age care services in China and allow the elderly to spend their later years happily.