Research On The Quality Management Process Of Long-term Nursing Insurance Service In Shanghai

Quality management is an important part of Shanghai’s long-term care insurance service system,and the service quality management process is an important part of longterm care insurance service quality management.At present,Shanghai’s long-term care insurance service is still in the pilot stage,the quality management system is not yet mature,and the service quality management process is not scientific,which restricts the improvement of Shanghai’s long-term care insurance service quality.Therefore,in-depth study of long-term care insurance service quality management issues in Shanghai and building a complete service quality management process have important theoretical and practical values for improving the quality of long-term care insurance services and promoting the sustainable development of the long-term care insurance system.The thesis focuses on the process of long-term care insurance service quality management in Shanghai,using quality ternary theory and customer satisfaction theory,using a combination of qualitative and quantitative analysis methods,to conduct in-depth research from four dimensions.First,it analyzes the dual attributes of long-term care insurance services based on the theory of public products,and explains the particularity of long-term care insurance service object management and quality standard management.Taking the quality ternary theory as the analytical framework,it explains the three stages of the long-term care insurance service quality management process.Secondly,through empirical research,using descriptive statistical analysis methods,in-depth analysis of the current Shanghai long-term care insurance service quality management process operation status and problems,and reveal the causes of the problems.Thirdly,using the integrated design method and customer satisfaction theory,in view of the existing problems in the Shanghai long-term care insurance service quality management process,the Shanghai longterm care insurance service quality management process is optimized and designed.Finally,according to the Shanghai long-term care insurance quality management process optimization design plan,put forward the practice path and countermeasures to improve the long-term care insurance service quality management.The study found that long-term care insurance services have dual attributes of public welfare and profitability.The dual attributes are intertwined and it is difficult to clearly demarcate the boundaries.This affects the design and effective operation of longterm care insurance service quality management process to a certain extent;perfect longterm care insurance The service quality management process is an important link to guarantee the service quality;to improve the long-term care insurance service quality management process,customer satisfaction must be value-oriented,and the long-term care insurance service quality management process must be scientifically designed based on the quality ternary;improve service personnel and management The professional level of personnel is the key to the effective operation of the long-term care insurance service quality management process;the government should strengthen the supervision of long-term care insurance service institutions,promote long-term care insurance service institutions to continuously optimize the quality management process,and reduce long-term care insurance service management costs.Improve the quality of long-term care insurance services.