Volume 20 Issue 11
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XU Juan-juan, BAO Yong. Investigation of the quality of long-term care insurance service in the central city of Shanghai[J]. Chinese Journal of General Practice, 2022, 20(11): 1973-1977. doi: 10.16766/j.cnki.issn.1674-4152.002749
Citation: XU Juan-juan, BAO Yong. Investigation of the quality of long-term care insurance service in the central city of Shanghai[J]. Chinese Journal of General Practice, 2022, 20(11): 1973-1977. doi: 10.16766/j.cnki.issn.1674-4152.002749
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Investigation of the quality of long-term care insurance service in the central city of Shanghai

doi: 10.16766/j.cnki.issn.1674-4152.002749
  • 1.

    Community Health Service Center of Nanjing East Road, Huangpu District, Shanghai 200003, China

Funds:

 9164620031

 2020YFC2006401

 HKM201927

  • Received Date: 2022-04-18
    Available Online: 2022-12-30
    Abstract
  •   Objective  To evaluate clients' needs and satisfaction with long-term care insurance, and understand whether or not the desired target is achieved after the long-term care insurance service promotion.  Methods  The research subject came from three communities located in the centre of Shanghai from January to December 2021, and a total of 80 residents who were involved in the corresponding long-term care insurance were randomly selected from each community. The outcomes rank from levels 2 to 6 by evaluating their disabilities. The survey involves two parts: (1) personal information; (2) quality evaluation from long-term care services: based on SERVPERF (Service Performance) model, five dimensions of empathy, reliability, responsiveness, assurance and perception were constructed, and each dimension was designed with 3-5 evaluation indicators, and a total of 20 indicators were used to evaluate the quality of long-term care services.  Results  A total of 240 people were involved, including 78 males (50.83%) and 162 females (67.50%); among them, 90.42% (217/240) were 70 years old or above; 122 were married (50.83%) and 106 were widows (44.17%); the service location was mainly community home; health situations and self-care ability were mainly including general (49.58%), unhealthy (33.75%), with disability (42.08%) and ability with self-care (34.17%); 58.75% of them were required for level 2-3 care. The overall evaluation score of long-term care service quality in this survey was 4.408, which was in a relatively good and very good range. The five aspects ranked from top to the bottom were responsiveness, reliability, perception, assurance and empathy.  Conclusion  The overall evaluation outcome stays positive. However, it cannot satisfy the needs of different disability levels of the elderly.

     

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