退出,声音和忠诚度在日常家庭护理实践中对老年人:使用电话日记方法
1School of Social Work, Lund University, Sweden.
Journal of aging studies
|December 6, 2025
概括
老年人使用各种策略,包括语音和临时退出,以解决护理质量问题. 认识到这些不同的反应是改善正式护理服务和尊重护理用户权利的关键.
科学领域:
- 老年学是一门学科.
- 医疗保健服务研究 医疗服务研究
- 社会学 社会学 社会学
背景情况:
- 老年人通常被认为是正式护理的被动接受者.
- 了解他们的代理和对质量问题的反应对于改善护理至关重要.
研究的目的:
- 探索一种方法,捕捉老年护理用户对质量问题的日常反应.
- 了解那些对护理服务不满意的老年人的声音和行动.
主要方法:
- 使用了电话日记方法,在三个星期内与八名护理用户一起使用.
- 通过Hirschman的退出,声音,忠诚度框架进行了45次采访,分析数据.
主要成果:
- 确定了四种策略:日常声音,临时退出,重新谈判需求和沉默.
- 揭示了改善服务质量的许多策略可能不会出现在单次采访中.
- 害怕被贴上"有问题"的标签,使得关键的反保持沉默.
结论:
- 护理用户积极采用各种策略来提高服务质量.
- 护理人员必须加强沟通,并解决那些沉默反的恐惧.
- 将不满重新解释为权利人倡导,可以推动质量改进.
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