1, service process:
(1) Work order generation: generate service work orders according to customer requirements.
(2) Work order distribution: Distribute the work order to the corresponding aged care workers.
(3) Start of service: Elderly nursing staff will provide on-site service according to work instructions.
(4) Service completion: The elderly nurses complete the service content and confirm with the customers.
(5) Full deduction: the customer pays the service fee.
(6) Return visit: The staff pays a return visit by phone or at home to learn about the service and collect customer feedback.
(7) Summarize problems and improve service quality: According to customer feedback, summarize existing problems, continuously improve service processes and improve service quality.
2, service etiquette specification:
(1) Preparation before going to the door: Prepare all tools, publicity materials and cleaning rags according to the service instructions; Confirm the accurate address of the customer again and record the detailed contact information of the customer (fixed telephone or mobile phone) to prevent the delay due to unclear address; Tidy up your clothes and keep a good image.
(2) On-site service: Smile, look at each other and say "Hello, let me help you" in standard words.
3, service specification:
(1) In the process of service, elderly nurses should follow the service process and earnestly implement the service content.
(2) Elderly nursing staff should respect customers, protect customers' privacy and not disclose customers' personal information.
(3) Elderly nursing staff should have the professional skills to provide customers with quality services.
(4) In the process of service, elderly nursing staff should keep good communication with customers, understand their needs and solve problems in time.
Present situation of home-based care for the aged
China has a large population base and a fast aging rate. Most of them choose home-based care for the elderly, and the demand for home-based care services is huge. It is an urgent need to establish and improve the service system and improve the quality of life of the elderly. The national standards issued this time are compiled to meet the needs of the elderly and the development of home-based care services on the basis of a comprehensive summary of local practices and existing standards.
Among them, the "General Requirements" clarifies the basic conditions that service institutions and service personnel should have and the basic requirements that services should meet; The "service content" includes seven services, such as life care, basic care, health management, visiting care, spiritual comfort, agency, and aging transformation of family living environment, covering the main professional services needed for home-based care for the elderly.
The "service process" defines a series of procedural requirements from consultation and reception, ability evaluation of the elderly, signing service agreements, service preparation to service implementation; "Service Evaluation and Improvement" specifies the form of service evaluation and the improvement feedback requirements for problems found in the evaluation.