摘要随着我国人口老龄化进程日益加快,社会化养老体系得以迅猛发展,但其服务质量堪忧.如何为老年人提供优质、高效的养老服务成为社会普遍关注的重大民生问题.现有养老机构服务质量评估相关文献或实践中的评价标准各异、视角单一,缺乏系统梳理.本文以“结构-过程-结果”质量评价三维理论为基础,系统比较国内外典型国家与地区养老机构服务质量的评价指标体系及其评估管理机制,为设计符合我国国情的养老机构服务质量评价指标体系,建立涵盖评估原则、主客体、监管、奖惩、等级划分的评估管理制度提供循证依据.

abstractsWith the accelerating process of population aging in China,social pension system has been rapidly developed,but its service quality remains poor.How to provide quality and efficient elderly care services has become a major livelihood issue of general public.The existing evaluation standards for service quality in the elderly care institutions vary greatly in terms of literature review and practice,and they have only single perspective and lack systematic review.Based on the three-dimensional theory of "structure-process-result" quality evaluation,this paper systematically compares and evaluates the evaluation index system and evaluation management mechanism of service quality of pension institutions in typical countries and regions,and provides an evidence-based basis for establishing an evaluation management system,which is in line with China's national conditions and covers evaluation principles,subject and object,regulation,rewards and punishments,and classifications.