摘要
上海市长期护理保险(长护险)制度正处于试点阶段,运行时间较短,尚未成熟,本文通过服务接触理论研究上海市长护险满意度评价指标,有针对性地对长护险提出解决对策。首先,基于服务接触理论影响被保险者满意度评价指标,分别为服务质量、护理项目、护理时间、评估等级4项;其次,运用层次分析法以及模糊综合评价,对满意度评价指标进行评分,选取的4个指标所占权重排序分别为护理时间、评估等级、服务质量、服务项目,指标满意度得分位于评价等级的"一般"与"差"之间。为了提高长护险的满意度,需要通过建立护理时间动态调整机制、考虑被保险者的家庭因素、设立临时护理等级调整机制、复评机制、提高护理人员的薪资水平等措施来加以完善。
Shanghai long term care insurance(long term care insurance)system is in the pilot stage,the operation time is short,not mature,this paper through the service contact theory to study the satisfaction evaluation index of Shanghai long term care insurance,put forward targeted solutions to the long term care insurance.Firstly,based on the service contact theory,the evaluation indexes of insured satisfaction were affected,including service quality,nursing project,nursing time and evaluation level.Secondly,ahp and fuzzy comprehensive evaluation were used to score the satisfaction evaluation indexes.The weight order of the four indexes were nursing time,evaluation level,service quality and service items,and the satisfaction score of the indexes was between"general"and"poor"in the evaluation level.In order to improve the satisfaction of long-term care insurance,it is necessary to establish a dynamic adjustment mechanism of nursing time,consider the family factors of the insured,set up a temporary nursing level adjustment mechanism,re-evaluation mechanism,and improve the nursing staff’s salary level.
作者
邱菊
阎瑞霞
QIU Ju;YAN Ruixia(School of Management,Shanghai University of Engineering Science,shanghai 201620,China)
出处
《智能计算机与应用》
2021年第11期165-170,共6页
Intelligent Computer and Applications
基金
教育部人文社科规划基金(16YJCZH04)
关键词
服务接触理论
层次分析法
模糊综合评价
长期护理保险
service contact theory
analytic hierarchy process
fuzzy comprehensive evaluation
long term care insurance
作者简介
邱菊(1997-),女,硕士研究生,主要研究方向:社会保障;阎瑞霞(1982-),女,博士,副教授,主要研究方向:智能决策与知识管理。
