老人和工作人员对养老机构服务质量的界定初探

【作者】 董敏；

【导师】 曾群；

【作者基本信息】 复旦大学 ， 社会学， 2011， 硕士

【摘要】 目前我国已经进入老龄化社会,随着养老机构数量的迅速增加,养老机构的服务质量也必然成为人们关注的问题。本研究旨在了解作为养老机构服务使用者的老人与服务提供者的工作人员对于服务质量的理解,以及他们在理解上的差异。本文采用质化研究的方法,以Y区社会福利院为个案,通过研究发现老人和工作人员认为养老机构服务质量最重要的是安全问题、生活照料、精神文化生活、工作人员等四个维度。老人和工作人员在质量维度的看法上存在差异,如在社会参与、收费问题、对工作人员工作的认知等很多方面都有差异。另外,在机构的服务提供方内部,也存在着如资金、资源等的紧张问题；在机构工作人员内心深处还存在着事业理想与现实无奈之间巨大的冲突和矛盾。可见,服务质量各维度之间的关系并不是割裂的,存在相互的交叉与冲突。在对服务质量的界定中,老人处于弱势地位,笔者建议在养老服务供给与养老机构服务质量管理规范制定中应该以老人为导向。更多还原

【Abstract】 At present, China has entered into the aging society, with the number of long-term care facility increasing rapidly; therefore, the quality of service of those facilities is bound to become a concern. This study aims to find out the elderly service users and service providers’understandings of the service quality in the nursing home, and their differences in understanding. In this paper, I use qualitative research methods, with a social welfare institute in Y District of Shanghai as a case study, to find that both the aged and the staff think the four dimensions of security issues, life care, spiritual and cultural life and the staff are the most important aspects of service quality in the nursing home. In addition, the aged and the staff also have different views on the respective dimension. The staff come up with a new dimension of financial resources, while, the aged are more concerned about privacy issues. At the same time, the relationship between the various dimensions of service quality is not fragmented, and there are the cross and conflict with each other. In the definition of service quality, the aged are in a weak position. I suggest that the supply of services and the management of standards of service quality should consider the aged as guide.更多还原