基于改进Kano模型的四川省医养结合型养老机构老年人服务需求分析

目的:调查四川省医养结合型养老机构老年人服务需求属性及特征差异,为医养结合型养老机构实现对老年人服务需求满足的"靶向精准"提供参考。方法:采用便利抽样抽取成都市、攀枝花市、泸州市、自贡市27家医养结合型养老机构内773名老年人为调查对象,采用一般资料调查表,自制《医养结合型养老机构老年人服务需求Kano属性问卷》进行问卷调查。结果:在改进Kano模型划分下,医养结合型养老机构老年人在整体层面对47项养老服务具有一定的需求;64项服务中有30项|DSI|≥0.5,33项SI>|DSI|;重要度矩阵划分结果显示,11项服务划分在第一象限,归属于期望属性,26项服务划分在第二象限,归属于魅力属性,10项服务划分在第三象限,归属于无差异型属性;17项服务划分在第四象限,归属于必备属性。结论:医养结合型养老机构老年人的养老服务需求整体上呈现出"高依赖性"和"高期待性"倾向,据此提出,医养结合型养老机构在持续保障必备型需求服务,稳步提供期望型需求服务,努力丰富魅力型需求服务,客观分析无差异型需求服务的同时还应该采取"必备型需求(M)>期望型需求(O)>魅力型需求(A)>无差异型需求(I)"的需求满足策略。

Analysis of the Service Needs of the Elderly in Medical-care Integrated Pension Institution in Sichuan Province Based on Improved Kano Model

Objective To explore the differences in the attributes and characteristics of service needs of the elderly in medical-care integrated pension institutions in Sichuan Province, and provide a reference for the "targeted precision" of medical-care integrated pension institutions to meet the needs of the elderly. Methods 773 elderly people were chosen from 27 medical-care integrated pension institutions in Sichuan Province with convenient sampling method, and surveyed with general data questionnaire, and self-made "Kano attribute questionnaire for service needs of the elderly in medical-care integrated pension institutions". Results The elderly in medical-care integrated pension institutions had a certain demand for 47 items of pension services at the overall level. In 64 items of pension services, 30 items were |DSI|≥0.5, and 33 items were SI>|DSI|. The importance matrix results showed that 11 items of services were divided into the first quadrant, which belonged to the desired attribute. 26 items of services were divided into the second quadrant, which were attributed to the charm attribute. 10 items of services were divided into the third quadrant, attributed to the non-differential type. And 17 items of services were divided into the fourth quadrant, attributed to the required attribute. Conclusion The service needs of the elderly in medical-care integrated pension institutions have shown an overall tendency of "high dependency" and "high expectation". It is suggested for the medical-care integrated pension institutions to continuously guarantee the essential demand services, steadily provide the expected demand services, enrich the charm-type demand services, objectively analyze the non-differentiation-type demand services, and adopt the "M> O> A> I" demand satisfaction strategy.