Research On The Service Quality Of Nursing Home A Based On The Perception Of The Elderly

Population aging is a major social issue facing China’s economic and social development in the new era.At present,with the decline of fertility rate and the miniaturization of families,the traditional family pension security function is weakened,and the demand for socialized pension is increasing day by day.With the improvement of living standards,the elderly pay more attention to high-quality elderly care services to meet their individualized elderly care needs.However,at this stage,there is a common problem of low service quality in China’s elderly care institutions,which not only restricts the transformation and development of elderly care institutions,but also affects the quality of the elderly living in them.In order to actively respond to the aging of the population and meet the needs of the elderly for a better life,it is necessary to strengthen the research on the service quality of elderly care institutions,improve the quality of their services,realize the unification of social and economic benefits,and promote the quality and efficiency of China’s elderly care undertakings.As one of the oldest nursing institutions with the highest occupancy rate in Guilin,Nursing Home A has a relatively high level of institutional maturity and complete service items.It has strong typical significance to choose it as a research case.Based on the perspective of the elderly’s perception,this paper draws on the hierarchical service perception quality model,divides the perceived quality into three dimensions: Interaction Quality,Physical Environment Quality,and Outcome Quality,and studies the perception of the elderly in the three dimensions of perceived quality.Combined with Maslow’s Hierarchy of Needs Theory,this paper studies whether there are differences in the three dimensions of perceived quality of the elderly with different gender,age,education level,health status and monthly income.Taking customer satisfaction as the standard to measure the quality of elderly care services,this paper studies the relationship and influence degree between the three dimensions of perceived quality and customer satisfaction.The study found that there are still many problems in the service quality of nursing home A,and the reasons for the problems are also typical.First,in terms of Interaction Quality,there are problems such as low professional skills of service personnel,poor service attitude,and low degree of standardization.Due to the generally low education level of service personnel,fewer professional and technical personnel,and the aging structure of the workforce,the professional skills of service personnel are not high.The reasons for the poor service attitude are the high workload of service staff and their low satisfaction with payment.Insufficient attention to the standardized management of nursing home,less standardized management training and unreasonable setting of some workflows have resulted in a low degree of enterprise standardization.Second,in terms of the Physical Environment Quality,the main problems are that the elderly do not have a strong sense of belonging,the facilities and equipment are not perfect,and the interpersonal relationship is not harmonious enough.The elderly’s own traditional concept of old-age care and the lack of an effective communication between family and nursing home directly lead to the lack of a sense of belonging for the elderly.The shortage of funds in nursing home has resulted in inadequate facilities and equipment.Interpersonal relationships are mainly affected by such factors as living space,the psychological characteristics of the elderly,and the care of service personnel.Third,in terms of the Outcome Quality,there are mainly four problems:poor service responsiveness,insufficient supply of medical care services,insufficient spiritual and cultural services,and insufficient personalized service provision.Shortages of service personnel and facility equipment result in less responsive services.The main reasons for the shortage of medical care services are the inadequate configuration of medical equipment,the shortage of medical human resources and the limited level of disease diagnosis and treatment.The lack of cultural activities in nursing home and the lack of psychological counseling have resulted in insufficient spiritual and cultural services.The reasons for lack of scientific needs assessment system and cost control affect the provision of personalized services in nursing home.Based on the problems and reasons existing in the service quality of Nursing Home A,and guided by the theory of active aging,Nursing Home A can improve the service quality in the following four aspects: First,strengthen team building,increase the skills training and ideological and moral education for service personnel,improve the reward and punishment mechanism,optimize the team structure of various personnel,so that can further improve the interactive experience in the service process,and then the elderly can feel at ease when enjoying their elderly care services.The second is to continuously improve service projects,innovate the carrier of spiritual and cultural activities,strengthen communication between homes and nursing home,increase investment in medical resources,and pay attention to the individual needs of the elderly,so as to improve the satisfaction of the elderly with the outcome quality and make the elderly happy.The third is to continuously optimize the physical environment,upgrade the spatial layout of nursing home,strengthen emotional exchanges between the elderly,and continuously improve various facilities to create a comfortable living atmosphere for the elderly.The fourth is to strengthen the organization and management of enterprise,expand financing channels,improve the standardized management system,and improve the service management level of nursing home,so that the family members of the elderly can be assured of nursing home.Improving the quality and efficiency of elderly care services is conducive to improving the quality of life of the elderly,improving customer satisfaction in nursing home,further promoting the socialization and diversified development of elderly care services,and better meeting the needs of elderly care services for the elderly in China.