美、日、英三国养老机构服务质量评估标准比较研究
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摘要
对养老机构服务质量进行科学化和精细化评估是我国养老服务业标准化建设的重要环节。通过对美、日、英三国养老机构服务质量评估标准的比较分析发现,三个国家在法律规章制度、专业化的管理机构、评估标准指标和评估标准内容等方面基本一致,但因国情有所差异,进而导致评估方式、评估工具、评估内容侧重点与评估立法特色等方面明显不同。美、日、英三国养老机构服务质量评估标准的大量相似点,实际指明了全球养老机构评估标准未来发展的新方向,不同之处则暗示出只有结合国情的评估标准才能获得广泛支持,这无疑给我国制定应对策略、加快推进养老机构科学化管理提供了可资借鉴的宝贵经验。
The rapid development of the old-age service industry has put forward an urgent need for research and development of service and management technologies, and the standardization of the old-age service industry has become an important task before us. How to evaluate the service quality of institutions has become a key factor in the rapid development of institutions. The United States, Japan and the United Kingdom have a relatively mature system of standards for evaluating the quality of the services provided by old-age institutions. Through in-depth comparative analysis of their similarities and differences, we find that they are basically consistent in terms of legal regulations, professional management agencies, evaluation standards indicators, and evaluation standards. However, due to differences in national conditions, there are obvious differences in assessment methods, assessment tools, evaluation content focus, and assessment of legislative features. There are many similarities in the standards for evaluating the quality of services provided by pension institutions in the United States, Japan and the United Kingdom, which in fact point out a new direction for the future development of standards for pension institutions in the world. This will undoubtedly provide valuable experience for our country to formulate coping strategies and speed up the scientific management of old-age care institutions.
The rapid development of the old-age service industry has put forward an urgent need for research and development of service and management technologies, and the standardization of the old-age service industry has become an important task before us. How to evaluate the service quality of institutions has become a key factor in the rapid development of institutions. The United States, Japan and the United Kingdom have a relatively mature system of standards for evaluating the quality of the services provided by old-age institutions. Through in-depth comparative analysis of their similarities and differences, we find that they are basically consistent in terms of legal regulations, professional management agencies, evaluation standards indicators, and evaluation standards. However, due to differences in national conditions, there are obvious differences in assessment methods, assessment tools, evaluation content focus, and assessment of legislative features. There are many similarities in the standards for evaluating the quality of services provided by pension institutions in the United States, Japan and the United Kingdom, which in fact point out a new direction for the future development of standards for pension institutions in the world. This will undoubtedly provide valuable experience for our country to formulate coping strategies and speed up the scientific management of old-age care institutions.
引文
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[15]张凡.日本养老护理机构:分类设置管理运营[J].社会福利,2011(1):55.
[16]王莉莉,吴子攀.英国社会养老服务建设与管理的经验与借鉴[J].老龄科学研究,2014,2(07):61-70.
[17]Castle NG,Ferguson JC.What is nursing home quality and how is itensured?[J].Gerontologist,2010,50(4):426-442.
[18]Nakrema S,Vinsnes AG,Harkless GE,et al.Nursing sen-sitive qualityindicators for nursing home care:International review of literature,policyand practice[J].Int J Nur Stud,2009,46(6):828-857.
[19]Parasuraman A,Zeithaml V A,Berry L L.SERVQUAL:A multipleitem scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[20]Rantz MJ,Zwygart-Stauffacher M,Mehr DR,et al.Field testing,refine-ment,and psychometric evaluation of a new measure of nursing homecare quality[J].J Nurs Meas,2006:2(14),129-47.
[21]《老年人能力评估》行业标准编制说明[EB/OL].[2017-08-29].http://zhan.renren.com/seniorcare?gid=3602888498042610859&from=post&checked=true.
[22]冯辉.国外养老服务需求评估标准及应用实践[J].中国社会工作,2016(14):44-45.
[23]倉敷市.介護療養型医療施設基準比較表.[2013-01-21].http://www.city.kurashiki.okayama.j.)
[24]Department Of Health Great Britain.Care homes for older people:nation-al minimum standards and the care homes regulations 2001[M].UK:The Stationery Office,2003:37-8.)
[25]养老服务业标准化建设规划(2013-2017年)-中华人民共和国民政部
[26]郭红艳,彭嘉琳,雷洋,等.美国养老机构服务质量评价的特点及启示[J].中华护理杂志,2013,48(07):652-654.
[2]王章安.机构养老服务标准体系的研究现状与展望[J].中国老年学杂志,2015,35(10):2864-2867.
[3]唐钧.养老机构服务质量:标准、管理和评估[J].行政论坛,2018,25(01):29-33.
[4]万雨龙,谢军.基于标准化建立养老服务质量评价指标体系研究[J].标准科学,2014(06):31-35.
[5]法若冰,王林,王长青.国外及港澳地区养老机构服务质量评价及启示[J].中国老年学杂志,2017,37(07):1775-1777.
[6]Castle NG,Ferguson JC.What is nursing home quality and how is it ensured?[J].Gerontologist,2010,50(4):426-442.
[7]Department For Education U.National minimum standards[EB/OL].[2013-2-27].http://www.minimumstandards.org/.
[8]厚生労働省.介護サービス事業者及び介護保険施設の指定基準の条例委任について[EB/OL].[2012-1-21]http://www.mhlw.go.jp/topics/2012/01/dl/tp0118-1-25.pdf.
[9]张恺悌,郭平,方志,等.美国养老[M].北京:中国社会出版社,2010:26-30.
[10]Guo KL,Mc Gee D.Improving quality in long-term care facilities throughincreased regulations and enforcement[J].Health Care Manag(Freder-ick),2012;31(2):121-31.
[11]社会福祉法人よいち福祉会.介護保険サービス評価に関する北海道基準(介護老人福祉施設)[EB/OL].[2012-1-20].http://www.kouseien.jp/sabisuhiyouka.pdf.
[12]Uk LG.Care standards act 2000[EB/OL].[2013-2-28].http://www.legislation.gov.uk/ukpga/2000/14/pdfs/ukpga_20000014_en.pdf.
[13]Uk LG.The care homes(wales)(miscellaneous amendments)regula-tions 2011[EB/OL].[2013-4-10].http://www.legislation.gov.uk/wsi/2011/1016/regulation/2/made.
[14]郭红艳,王黎,彭嘉琳,等.境外养老机构服务质量评价体系研究进展及启示[J].中国老年学杂志,2016,36(05):1257-1260.
[15]张凡.日本养老护理机构:分类设置管理运营[J].社会福利,2011(1):55.
[16]王莉莉,吴子攀.英国社会养老服务建设与管理的经验与借鉴[J].老龄科学研究,2014,2(07):61-70.
[17]Castle NG,Ferguson JC.What is nursing home quality and how is itensured?[J].Gerontologist,2010,50(4):426-442.
[18]Nakrema S,Vinsnes AG,Harkless GE,et al.Nursing sen-sitive qualityindicators for nursing home care:International review of literature,policyand practice[J].Int J Nur Stud,2009,46(6):828-857.
[19]Parasuraman A,Zeithaml V A,Berry L L.SERVQUAL:A multipleitem scale for measuring consumer perceptions of service quality[J].Journal of Retailing,1988,64(1):12-40.
[20]Rantz MJ,Zwygart-Stauffacher M,Mehr DR,et al.Field testing,refine-ment,and psychometric evaluation of a new measure of nursing homecare quality[J].J Nurs Meas,2006:2(14),129-47.
[21]《老年人能力评估》行业标准编制说明[EB/OL].[2017-08-29].http://zhan.renren.com/seniorcare?gid=3602888498042610859&from=post&checked=true.
[22]冯辉.国外养老服务需求评估标准及应用实践[J].中国社会工作,2016(14):44-45.
[23]倉敷市.介護療養型医療施設基準比較表.[2013-01-21].http://www.city.kurashiki.okayama.j.)
[24]Department Of Health Great Britain.Care homes for older people:nation-al minimum standards and the care homes regulations 2001[M].UK:The Stationery Office,2003:37-8.)
[25]养老服务业标准化建设规划(2013-2017年)-中华人民共和国民政部
[26]郭红艳,彭嘉琳,雷洋,等.美国养老机构服务质量评价的特点及启示[J].中华护理杂志,2013,48(07):652-654.