Factors influencing satisfaction of rehabilitation services quality for older people purchased by government / 中国康复理论与实践

ABSTRACT

ObjectiveTo 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. MethodsFrom 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. ResultsThe 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). ConclusionProcess 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.