Construction of service quality evaluation index system for long-term care of disabled elderly in nursing home based on Service Quality Gap Model

doi:10.3761/j.issn.0254-1769.2019.06.019

Abstract

Abstract:

Objective Combining Service Quality Gap Model to construct a quality evaluation index system for long-term care for disabled elderly in nursing home.Methods Through literature review,semi-structured interviews,Delphi method and analytic hierarchy process,the quality evaluation indicators for long-term care for disabled elderly in nursing home were established.Results The effective recovery rates of two rounds inquiry were 100.0% and 85.7%,respectively. The expert authority coefficients were 0.885 and 0.875. The coordination coefficients were 0.252 and 0.275. The final evaluation indicators for long-term care of disabled elderly in nursing home included 10 first-level indicators,21 second-level indicators,and 66 third-level indicators.Conclusion The quality evaluation index of long-term care for disabled elderly in nursing home is highly scientific,which can provide reference for further development of evaluation criteria and service guidelines for long-term care quality of elderly patients with disability.

Key words: Nursing Home, Disabled Elderly, Long-term Care, Service Quality Gap Model, Nursing Administration Research

摘要：

目的结合服务质量差距模型,构建护理院失能老年人长期照护服务质量评价指标体系。方法通过查阅文献、半结构式访谈、德尔菲法及层次分析法确立针对护理院失能老年人的长期照护服务质量评价指标体系。结果 2轮函询问卷的有效回收率分别为100.0%和85.7%,专家权威系数为0.885和0.875,肯德尔和谐系数为0.252和0.275。最终确立的护理院失能老年人长期照护服务质量评价指标体系包括10项一级指标、21项二级指标和66项三级指标。结论构建的护理院失能老年人长期照护服务质量评价指标体系具有较高的科学性,可为护理院失能老年人长期照护质量的评价及服务指南的制定提供参考。

关键词: 护理院, 失能老年人, 长期照护, 服务质量差距模型, 护理管理研究

LIU Xiaohui, ZHAO Qinghua, XIAO Mingzhao. Construction of service quality evaluation index system for long-term care of disabled elderly in nursing home based on Service Quality Gap Model[J]. Chinese Journal of Nursing, 2019, 54(6): 902-907.

刘晓辉, 赵庆华, 肖明朝. 护理院失能老年人长期照护服务质量评价指标体系的构建[J]. 中华护理杂志, 2019, 54(6): 902-907.

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