老年人正式入住医养结合养老机构前服务沟通方式的改进

目的探讨老年人入住医养结合养老机构前服务沟通方式的改进策略。方法将115例预约试住医养结合养老机构的老年人随机分为观察组58例和对照组57例。对照组采用传统方法,于老年人试住当天讲解《试住期合同》内容后,为老年人提供2周的试住期服务。观察组以团队服务模式行分阶段服务与沟通为老年人提供试住期照护。结果试住期满后,观察组对试住期满意度、对《试住期合同》主要内容知晓程度、正式入住率显著优于对照组(P<0.05,P<0.01)。结论对有入住医养结合养老机构意愿的老年人,采取团队式分阶段服务沟通的方式,有利于提高老年人试住期满意度和正式入住率。

Improving customer communication before formal admission to medical-nursing elder care institution

Objective To explore the strategies for improving customer communication before the elderly formally admitted to the medicalnursing elder care institution. Methods A total of 115 elderly people who booked to stay in the nursing home were randomly divided into an observation group (n=58) and a control group (n=57). The elderly in the control group were given routine care: full consent of the service contract was explained on the first day and then a free, experiential 2week service program was provided. Their counterparts in the observation group also received the free, experiential service program in which contents of the service contact were explained in different stages by a dedicated team. Results After the free, experiential service program, the observation group had higher satisfaction with the service, better understanding of the service contract, and higher rate of formal admission compared with the control group (P<0.05, P<0.01). Conclusion Communication provided by service team in different stages may enhance customer satisfaction and formal admission to the elder care institution in the elderly who have the willingness to stay in the medical-nursing elder care institution.