医养结合机构照护服务质量评价指标体系构建

目的：尝试构建一套适应我国国情并具有一定科学性和普适性的医养结合机构照护服务质量评价指标体系，以期能够从需求侧间接反映出供给侧所提供服务的质量水平，进而达到改善照护服务质量的目的。方法：通过借鉴SERVPERF服务质量评价模型，围绕生活照料、文化娱乐、医疗护理、康复保健和精神慰藉五项主要服务展开设计出包含5个维度和31项指标的指标体系，收集了来自湖南省内17家医养结合机构的老年人数据，并进行相应的数据分析。结果：经项目分析、信度分析、探索性因子分析后对指标体系进行了修正，并经验证性因子分析证实修正后的指标体系具有一定的稳健性和适用性，且无严重的共同方法偏差。结论：本研究可为实现对医养结合机构照护服务质量的常态化评价与监管提供有效工具。

Establishment of care service quality evaluation index system for the pension institutions combined with medical service

Objective: This study attempts to establish a care service quality evaluation index system for the pension institutions combined with medical service that is aligned with China''s national conditions, scientifically valid and generally applicable, which can help indirectly reflect the quality level of care services as judged from the demand side''s perspective and improve the quality of care services. Methods: By referring to the SERVPERF service quality evaluation model, the study designed an index system with 5 dimensions and 31 indicators around five major categories of care services: life care, cultural entertainment, medical care, rehabilitation and spiritual comfort. Besides, we collected data from elder customers at 17 pension institutions combined with medical service of Hunan Province, and analyzed the data. Results: The index system was revised after project analysis, reliability analysis and exploratory factor analysis. As validated by confirmatory factor analysis, the index system after revision has a certain level of robustness and applicability, and contains no serious common method bias. Conclusions: This study provides an effective tool for the routine evaluation and supervision of the care service quality in the pension institutions combined with medical service.