摘要：上海作为一个高度发达的金融城市，其老龄化问题尤为突出，老龄化趋势严重、预期寿命逐渐增长、老年人身体素质差致使疾病发生率高，这些现象造成上海老年人极度需要长期护理服务，对这方面的要求也越来越高。

本文以上海浦东新区护理院及其老年人为主要调查对象，研究上海浦东新区长期护理服务质量，并对其进行较为详细的分析。

长期护理服务质量总体评价中，根据指标体系设定的ABCDEF六个等级得出：上海浦东新区长期护理服务质量处于C级，属于中等偏上水平。从分项评价结果得出：在环境、护理专业度两个方面，上海浦东新区均为中等水平。在服务态度、设备先进度方面，C等级较多，说明上海浦东新区这两方面属于中等偏上水平。内心感知度方面，仅有一个护理院C等，表明上海浦东新区长期护理服务在老人的内心感受上较欠缺，属于中等偏下水平。

根据上海浦东新区长期护理服务质量存在的问题，提出如下政策建议：（1）营造一种适宜的居住氛围、对护理服务人员态度进行改进；（2）提升护理服务人员的技能以及大力购入先进设备，促进硬件设施的更新；（3）时刻关注老年人的心理状态、将护理院与社区相结合等。

关键词：长期护理；服务质量；指标体系

Study on the quality of Long-term Nursing Service in Pudong New District of Shanghai

Abstract: As a highly developed financial city, the aging problem of Shanghai is particularly prominent. The aging trend is serious, life expectancy is increasing gradually, and the incidence of diseases is high due to the poor physical fitness of the elderly. These phenomena cause the elderly in Shanghai to be in dire need of long-term care.

In this paper, the quality of long-term nursing service in Shanghai Pudong New area was studied and analyzed in detail, taking the nursing home of Pudong New District and its elderly as the main objects of investigation.

In the overall evaluation of long-term nursing service quality, according to the ABCDEF six grades set by the index system, it is concluded that the quality of long-term nursing service in Pudong New area of Shanghai is in Grade C, which belongs to the middle and upper level. From the results of itemized evaluation, it was concluded that Shanghai Pudong New area was of medium level in terms of environment and nursing specialty. In the service attitude, equipment advanced degree of C grade is more, indicating that Shanghai Pudong New area of these two areas belong to the upper middle level. In terms of inner perception, there is only one nursing home, such as C, which indicates that the long-term nursing service in Pudong New area of Shanghai is deficient in the heart feeling of the elderly and belongs to the middle and lower level.

According to the problems existing in the quality of long-term nursing service in Pudong New District of Shanghai, the following policy suggestions are put forward as follows: 1) to create a suitable living atmosphere. To improve the attitude of nursing service staff 2) to improve the skills of nursing staff, to purchase advanced equipment, to promote the renewal of hardware facilities, to pay close attention to the mental state of the elderly, and to combine nursing home with community, etc.

Key Words: Long-term nursing ;Quality of service ;Index system

目录

一 绪论 1

（一） 研究背景及意义 1

（二） 国内外综述研究 2

（三） 研究方法及思路 6

二 相关概念理论