全国开展养老院服务质量建设专项行动A Nation-wide Special Action for Nursing Homes Services Quality Construction is Rolling Out

为全面贯彻落实习近平总书记在中央经济工作会议关于“开展质量提升活动”的部署要求和第14次中央财经领导小组会议关于提高养老院服务质量的重要讲话精神,民政部、公安部、国家卫生计生委、质检总局、国家标准委、全国老龄办决定在全国开展养老院服务质量建设专项行动。

In order to intensively deploy President Xi Jinping’s advocate for “carrying out quality improvements activities” at the Central Economic Work Conference and the important speech spirits of improving the nursing homes services quality (NHSQ) at the 14th Central Finance Leading Group Meeting, to strengthen the quality supervision of nursing homes, departments of Ministry of Civil Affairs (MCA)、Ministry of Public Security (MPS)、National Health and Family Planning Commission (NHFPC)、General Administration of Quality Supervision, Inspection and Quarantine (AQSIQ)、Standardization Administration (SA)、National Aging Office (NAO) decide to carry out special action of NHSQ construction nationwide.

  • 行动背景

随着中国逐渐步入老龄化社会,人们对于老年养护越来越重视。近年来,先后出台了系列政策与意见,加强中国养老服务的建设。老年人这一特殊群体在我国已是相当庞大,面对全社会日益增长的对于高质量高水平、安全诚信的养老机构的需求,整改现阶段养老机构中存在的问题刻不容缓,因此旨在提高全国养老行业服务质量的建设行动应运而生。

  • 行动内容

本次行动有以下九项重点内容:

  • 开展全国养老院服务质量大检查、大整治活动;
  • 加快养老院服务质量标准化和认证建设;
  • 开展医疗卫生服务;
  • 加强养老院安全管理;
  • 提高养老院管理服务人员素质能力;
  • 建立全国养老院业务管理系统;
  • 开展养老院服务质量万里行活动;
  • 开展“敬老文明号”创建活动;
  • 加强养老院服务质量监督。

总的来说,本次行动内容可以分为整改现状和提升服务两大层面。首先,全面排查养老院服务质量的问题与不足,明确整改的方向以及具体内容。在此过程中,建立起一套完整的对养老院服务质量的评级与认定标准。与此同时,各大养老院还应积极引入具有养老护理资格的专业人士,提高自身医疗卫生服务水平以及管理水平,以满足包括失能老人在内的多种客户需求。为鼓励各大养老院参与行动,对提升服务质量效果显著的,将优先纳入“敬老文明号”的推荐范围,广泛培养并宣传优秀典型。政府应当团结群众,建立热线平台,加强对养老院的监督。对于存在严重违法违规行为拒不整改甚至导致事故的养老院,有关部门将从严处理并向公众披露。最后但同样重要的是,社会各界要积极维护老年人合法权益,防止虐老现象的发生。

  • 行动目标

本次行动从2017年开始实施,暂定四年。至2017年底,全国统一的服务质量评级标准和认证体系初具雏形,50%以上养老院能以不同形式为入住老人提供医疗卫生服务,涌现一批高质量、高标准的专业养老院。

至2020年底,基本建立起全国统一的服务质量评级标准和认证体系,全国养老服务水平整体提高,所有养老院能以不同形式为入住老人提供医疗卫生服务,形成一批品牌形象突出、服务功能完备、质量水平一流的连锁化养老机构。

  • 亮点解读

暂定为期四年的养老院服务质量建设专项行动的一大亮点是从设立资格、服务人员、硬件设备、管理规范、不同程度的生活料理服务以及突发事件应急措施等方面制定了115项具体的评价标准。这115项标准的制定,无疑让全国的养老院有了明确的、实在的改善方向,也是规范全国养老院的统一指南,为整改工作和建设工作节省许多摸索的时间,进而保证了该项行动落实的效率。

  • Background

With China gradually stepping into the aging society, people pay more and more attention to the senior care. In recent years, the country has introduced a series of policies to strengthen the construction of services for the elderly. It is undeniable that the number of elderly people in China has been very large, facing the growing demands for high-quality, safe and credible nursing homes. Rectifying the current problems which exist in nursing homes has become an imminent request. under such context, the special action which intends to improve the services quality of the senior care industry all over the country comes into being.

  • Contents

This special action basically covers the following 9 key aspects:

  • Reflection and rectification of national NHSQ;
  • Accelerating the standardization and certification construction of NHSQ;
  • To carry out medical and health services;
  • To strengthen the safety management of nursing homes;
  • To improve the capability of senior care staff;
  • To establish the national nursing home business management system;
  • To actively promote the special action of NHSQ;
  • To honor awards to nursing home for outstanding performance; and
  • To strengthen the supervision of NHSQ.

Generally speaking, the above aspects are in two-folds — the rectification of current status and the improvement of the services. Needless to say that it is only through deep and comprehensive investigation into the problems and defects of NHSQ, can the nursing home implement rectification towards a clear direction. During this process, a comprehensive set of rating criteria to NHSQ needs to be established. Meanwhile, nursing homes should also actively introduce professional staffs with senior care qualifications and improve their capacity of medical and management service to meet the variety of customer demands, including the disabled elderly. In order to encourage nursing homes to participate in the action, some awards will be honored. Those nursing homes who achieve remarkable success will be rated as models and be recommended preferentially and widely. The government will set up hotline platforms to unite the public and strengthen the supervision over nursing homes. For the nursing homes who have conducted severe illegal activities and refused to rectify or even cause some accidents, related departments should punish them strictly and reveal the same to the public. Last but not least, the whole society should actively safeguard the legitimate rights and interests of the elderly to prevent abuse activities.

  • Targets

The special action starts from 2017, tentatively continues for four years. By the end of 2017, the national unified rating standard and certification system of NHSQ is expected to be taking shape. More than 50% of nursing homes shall be able to provide medical and health services for the elderly in different forms and a batch of high-quality and high-level professional nursing homes will emerge.

By the end of 2020, the construction work of the system mentioned above is expected to be almost full-fledged. The standard of nursing home services will be improved and the majority of nursing homes have the capacity to provide medical and health services for the elderly in different forms. It is expected to emerge a number of chain nursing homes with distinctive brands, comprehensive service functions as well as first-class service quality.

  • Highlights

One of the highlights of the special action is that it formulates 115 specific assessment criteria with respect to established qualification, service staff, equipment, management standard, different levels of basic life services and emergency response measures, etc. There is no doubt that the 115 criteria will be a unified guidance for nursing homes all over the country to follow, giving them a specific and practical direction to rectify and improve. It can save a lot of time through the learning curve and ensure the efficiency of the implementation of this action. ■

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