政府购买老年康复服务质量满意度的影响因素

doi:10.3969/j.issn.1006-9771.2022.06.016

Abstract

Abstract:

Objective To explore the influence of structure and process variables on the satisfaction of government purchasing pension service quality based on framework of Donabedian Three-Dimensional Quality Model, Community-based Rehabilitation Guideline and Rehabilitation in Health System. Methods From June to December, 2019, 952 elderly from Changsha, Zhuzhou and Xiangtan in Hunan were randomly selected. Hierarchical regression was used to analyze the influence of structure and process variables on satisfaction of home care and institutional care service quality. Results The satisfaction degree of rehabilitation service quality for older adults was generally abvoe the average level with the score of (21.19±6.84). And the score was higher in the institutional rehabilitation (23.06±7.67) than in the home rehabilitation (19.31±6.85) (t = 7.93, P = 0.001). Among the structural variables, only staffs training could predict the satisfaction of rehabilitation service (B = 0.088, P < 0.05), and finance was not significant (P > 0.05) after adding process variables. The effect of process variables on satisfaction degree of quality of rehabilitation services was greater than that of structural variables. Information obtaining, autonomy, trust and treat with respect had significant positive effects on rehabilitation service of all the elderly (B = 0.282~0.410, P < 0.05). Conclusion Process variables are important determinants for satisfaction of rehabilitation service quality. Relevant departments should pay more attention on service process factors such as the interaction between service personnel and the elderly.

Key words: government purchase, aged, rehabilitation services, quality satisfaction, three-dimensional quality model

CLC Number:

XU Jinyan,ZHANG Qianqian,ZHANG Ying. Factors influencing satisfaction of rehabilitation services quality for older people purchased by government[J]. 《Chinese Journal of Rehabilitation Theory and Practice》, 2022, 28(6): 730-738.

Figures/Tables 3

References 37

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变量	全部样本 (n = 952)	居家养老 (n = 520)	机构养老 (n = 432)	t/χ²值	P值
年龄/岁	73.51±5.71	67.30±4.58	78.37±7.43	0.435	0.684
性别/n				0.136	0.752
男	415	230	185
女	537	290	247
受教育程度/n				0.193	0.574
小学及以下	92	55	37
初中/高中	651	305	346
大专及以上	209	160	49
婚姻状况/n				8.332	0.024
在婚	585	403	182
单身	367	117	250
个人月收入/n				0.117	0.816
< 3000元	431	268	163
3000~6000元	458	226	232
> 6000元	63	26	37
养老/医疗保险/n				0.375	0.324
有	684	367	317
没有	268	153	115
自评健康/n				9.588	0.013
好	303	185	118
一般	536	303	233
差	113	32	81
结构变量
财政投入	4.27±0.12	4.09±0.24	4.45±0.19	3.461	0.002
设施设备	4.16±0.17	4.07±0.42	4.25±0.33	1.523	0.014
员工培训	4.12±0.23	3.85±0.18	4.39±0.26	2.076	0.011
员工数量	3.94±0.34	3.72±0.24	4.16±0.57	0.384	0.725
过程变量
信息获取	2.86±0.67	2.92±0.48	2.54±0.62	3.482	0.002
自主性	2.82±0.79	3.08±0.85	2.65±0.63	2.191	0.013
信任	3.17±0.84	2.86±0.79	3.32±0.92	0.478	0.573
尊重对待	3.52±0.68	3.77±0.74	3.48±0.82	3.221	0.004
结果变量
质量满意度	21.19±6.84	19.31±6.85	23.06±7.67	6.518	0.001
满意/n	442	201	241	13.348	0.003
一般/n	315	177	138
不满意/n	195	142	53

变量	对象	财政投入	设施设备	员工培训	员工数量	信息获取	自主性	信任	尊重对待	质量满意度
财政投入	全样本	1
	居家养老	1
	机构养老	1
设施设备	全样本	0.162^b	1
	居家养老	0.082^a	1
	机构养老	0.227^a	1
员工培训	全样本	0.221	0.211	1
	居家养老	0.178	0.173	1
	机构养老	0.232	0.346	1
员工数量	全样本	0.278	0.360	0.152	1
	居家养老	0.249	0.242	0.119	1
	机构养老	0.192	0.191	0.172	1
信息获取	全样本	0.093	0.272	0.211	0.229	1
	居家养老	0.134	0.263	0.182	0.213	1
	机构养老	0.072	0.178	0.223	0.393	1
自主性	全样本	0.282	0.022	0.152	0.371	0.247	1
	居家养老	0.111	0.041	0.373	0.281	0.182	1
	机构养老	0.263	0.012	0.262	0.392	0.241	1
信任	全样本	0.232	0.041	0.192^a	0.182	0.267^a	0.242	1
	居家养老	0.348	0.122	0.171	0.261	0.221^a	0.312	1
	机构养老	0.192	0.083	0.293	0.127	0.352^a	0.188	1
尊重对待	全样本	0.171	0.262	0.322^b	0.283	0.373^b	0.482^b	0.429^b	1
	居家养老	0.231	0.238	0.281^b	0.162	0.274^b	0.331^b	0.447^b	1
	机构养老	0.163	0.177	0.372^b	0.212	0.343^b	0.412^b	0.508^c	1
质量满意度	全样本	0.130^a	0.387	0.183^a	0.057	0.441^c	0.379^c	0.488^c	0.422^b	1
	居家养老	0.082^a	0.412	0.128^a	0.077	0.378^b	0.407^c	0.469^c	0.413^c	1
	机构养老	0.157^a	0.342	0.208^a	0.012	0.476^c	0.358^c	0.516^c	0.451^c	1

变量	全样本		居家养老		机构养老
变量	第一步	第二步	第一步	第二步	第一步	第二步
年龄	-0.122^b	-0.139^b	-0.161^b	-0.149^b	-0.082^b	-0.058^a
性别	-0.081	-0.123	-0.038	-0.023	-0.132	-0.087
婚姻状况	-0.158	-0.138	-0.033	-0.054	-0.091	-0.042
受教育程度	-0.128^a	-0.212^a	-0.182^b	-0.242^a	-0.058^a	-0.111^a
个人月收入	-0.092^b	-0.159^a	-0.172^a	-0.133^a	-0.172^a	-0.211^a
养老/医疗保险	0.211	0.191	0.077	0.158	0.078	0.132
自评健康	-0.047^b	-0.082^a	-0.142^b	-0.112^a	-0.182^b	-0.118^a
财政投入	0.268^a	0.211	0.282	0.173	0.361^a	0.208
设施设备	0.183	0.028	0.159	0.117	0.080^a	0.082
员工培训	0.213^a	0.088^a	0.128	0.082	0.252^a	0.122^a
员工数量	0.148	0.123	0.048	0.021	0.092^a	0.021
信息获取		0.282^b		0.192^c		0.273^c
自主性		0.332^c		0.176		0.357^c
信任		0.410^c		0.462^b		0.587^c
尊重对待		0.372^c		0.318^b		0.479^c
调整后的R²	0.212^a	0.621^b	0.161	0.583^c	0.253^a	0.678^c

Factors influencing satisfaction of rehabilitation services quality for older people purchased by government

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