other information
drafter:Yang Ruo, Xu Zhen, Li Qingjuan, Zhang Ronghui, Li Liang, Li Mingchun, Chen Shoufeng, Li Yinhui, Yue Pengbo, Liu Jiandong, Zhang Linyang, Qiao Xue, Zhang Jing, You Li, and Sun Ting.
Drafting unit:Ministry of Commerce of the People's Republic of China
Focal point unit:Ministry of Commerce of the People's Republic of China
Proposing unit:Heilongjiang Provincial Department of Commerce, Harbin Bonnie Elderly Services Co., Ltd.
Publishing department:Ministry of Commerce of the People's Republic of China
Some standard content:
1CS 03. 080.30
Registration No.: 39319---2013
People's Republic of China Domestic Trade Industry Standard SB/T 10944-2012
Home-age elderly care service specifications
Oid-age inomc service specificatinns2013-01-23 Issued
Ministry of Commerce of the People's Republic of China
2013-09-01 Implementation
People's Republic of China Domestic Trade Market
Industry Standard
Home-age elderly care service specifications
S/T1G944-2012
Published and distributed by Beijing National Standard Publishing House
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This standard is in accordance with the rules given in GB/T 1.12009. This standard is issued by the Department of Commerce of Heilongjiang Province and Harbin Bonnie Elderly Service Co., Ltd. This standard is issued by the Ministry of Commerce of the People's Republic of China. The drafting unit of this standard: Harbin Bonnie Elderly Service Co., Ltd. SB/T10944—2012
The main drafters of this standard: Yang Ming, Xu Zhen, Li Qingjuan, Zhang Ronghui, Li Liang, Li Mingchun, Chen Shoufeng, Li Yinhui, Zheng Bo, Can Jiandong, Zhang Lin, Qiao Xue, Zhang Jing, Long Ju, Mi Ting. SB/T10944—2012
This standard is formulated to meet the needs of modern elderly care development, comprehensively promote home-based elderly care services, improve the quality of life of the elderly, realize the standardized management of home-based elderly care services, and promote the orderly, healthy and sustainable development of home-based elderly care services. The main purpose of formulating the standard is to form an institutional environment for the development of home-based elderly care services, improve the comprehensive quality of home-based elderly care service personnel, guide home-based elderly care service institutions to use standardized management, and enhance market competitiveness. Scope
Home-based elderly care service specifications
SB/T10944--2012
This standard specifies the technical spectrum and definition of home-based elderly care services, service content, basic requirements, service management, customer relationship management, etc. This standard applies to service institutions that provide paid home-based elderly care services throughout the country. 2 Normative reference documents
The following documents are essential for the application of this document. For all dated references, the version with the date is applicable to this document. For undated references, the latest version (including all amendments) is applicable to this document. GB/T10001.1 Graphic symbols for public information Part 1: General symbols GB/T17242 Complaint handling guide
G13/T100 Quality management system basic agent terminology GB/T19001--2008 Quality management system requirements GB/T 24620 Guidelines for the formulation of service standards Considering consumer demand 3 Terms and definitions
GI3/T19000, CB/T24620 and the following terms and definitions are used in this document. 3.1
Home-based elderly care servicesla-ehamesurvice
A general term for the provision of life care, dining assistance, living assistance, washing assistance, walking assistance, agency services, medical insurance services, spiritual comfort services, cultural and sports services, security protection services, legal aid services and charity assistance services to consumers in accordance with laws and regulations and contractual requirements.
Home-based elderly care service clientsOrganizations, families or individuals who provide home-based elderly care services for clients (hereinafter referred to as clients) for a fee
Home-based elderly care service recipientsHealthy or stable elderly people with infectious diseases over 60 years old who directly receive home-based elderly care services (hereinafter referred to as service recipients).
Home-based elderly care service attendantsOld-aye home aitendantsPeople who have obtained professional qualifications and provide home-based elderly care services full-time or part-time (hereinafter referred to as attendants). Note: According to the length of time the attendants provide services to clients, they are divided into part-time (more than 2 hours but less than 5 hours), shift (8 hours) and full-time (24 hours).
Home-based elderly care service institutionsOld-aye home aitendantsOrganizations with legal business qualifications and professionally engaged in home-based elderly care services. 1
SB/T 10944—2012
4 Basic requirements
4. 1 Home-based elderly care service institutions
should have legal business qualifications. bzxZ.net
4.1.2 Business licenses, etc. should be clearly stated.
4.1.3 They should have management and service personnel that are appropriate to their business scope.
4.1.4 They should have designated operating sites and facilities that are appropriate to their business scope, and maintain a clean environment.
4.1.5
4, 1.6 Services should be clearly priced, and the price content should be true and clear, and the label should be clear and conspicuous.
Basic requirements for service personnel
should have legal labor qualifications.
4.2. 1. 1
Abide by professional ethics, avoid discipline and law, and be familiar with the procedures and regulatory requirements of Qijia Elderly Care Services. 4.2. 1.2
The county has a junior high school education or above and a health certificate. 4.2. 1. 3
He has a corresponding job training assessment certificate. 4.2.1.4
4.2.2 Job Skills
4.2.2.1
Managers
Managers should meet the following requirements:
Understand the laws and regulations related to home-based elderly care services; master the relevant professional knowledge and professional skills to support enterprise management and operation projects; have a college degree or above and have 10 years of experience in education; c
have good communication and coordination skills; e) Respect and serve customers: f) Strictly implement service commitments,
4, 2.2. 2
Home-based elderly care service personnel
Home-based elderly care service personnel should meet the following requirements: a) Junior high school education or above;
b) Aged 18 years and above and under 55 years old; c) Have basic knowledge of laws and regulations related to home-based elderly care services; d) No history of mental illness and various infectious diseases; e)
Possess reading skills and knowledge suitable for home-based elderly care services. 4. 2. 3
Behave well in the work.
Uniform dress and work ID card.
4. 2. 3. 3
3Have natural and friendly expressions and serve with a smile.
4.2.3.4Use Mandarin with appropriate intonation and speed, and use concise and accurate language. 4.2.3.5 Proactively provide services in accordance with the service etiquette standards of the corresponding positions. 4.2.3.6
Respect the elderly, be loving, tolerant and forbearing. 5 Serving internal guests
5.1 Daily care
5.1.1 Hygiene care
5.1.1.1 Assist the service recipients to brush their teeth, wash their faces, wash their feet, wash their hair, comb their hair, and trim their nails. 5.1.1.2 Wash the genitals and clean the body after defecation for the service recipients who cannot be exposed. 5.1.1.3 Cleaning and disinfection of daily necessities for service recipients 5.1.2 Daily living care
5.1.2.1 Ventilate the service recipients' rooms, adjust the room temperature, brightness and light intensity, 5.1.2.2 Clean the service recipients' rooms, arrange the service recipients' clothes and bedding, and clean the indoor bathroom cards 5.1.2.3 Assist service recipients who cannot take care of themselves to put on and take off clothes, lie down, turn over, and clear domestic garbage and trash. 5.2 Meal assistance
5.2.1 Assist the service recipients to eat, clean up the garbage after meals, and wash the food. 5.2.2 Prepare recipes and nutritious meals for the service recipients. 5.2.3 Order and deliver meals for the service recipients.
5.3 Bathing assistance service
5.3.1 Assist the service recipients to take a shower, bath, and scrub their bodies. 5.3.2 Assist the service recipients to take a foot bath and wash their clothes. 5.3.3 Assist the service recipients to go out for a shower.
5.4 Laundry assistance service
5.4.1 Wash and iron clothes for the service recipients. 5.4.2 Wash and change bed sheets and quilts for the service recipients regularly. 5.4.3 Provide centralized laundry pick-up and delivery services for the service recipients. 5.5 Walking assistance service
Accompany the service recipients to walk outdoors,
5.5.2 Assist the service recipients to go out to meet friends, go shopping, etc. 5.5.3 Assist the service recipients to go out to handle other social affairs. 5.6 Agency services
5.6.1 Collect valuable certificates, coupons (such as salary cards, discounts, cash, etc.) and items on behalf of the service objects. 5.6.2
Purchase goods and pay various fees on behalf of the service objects. 5.6.3
Handle the receipt and delivery of letters and documents on behalf of the service objects. 5.7 Health care services
5.7.1 Measure the pressure and body temperature of the service objects, and help the service objects take medicine. SB/T 10944--2012
SB/T 10944—2012
5.7.2 Provide the service objects with knowledge on preventive health care, rehabilitation care, nutrition and mental health of the elderly. 5.8 Mental comfort services
5.8.1 Read newspapers to the service objects and comfort the service objects. 5.8.2 Provide psychological counseling according to the psychological characteristics and emotional changes of the service objects. 5.9 Cultural and Sports Services
5.9.1 Accompany the service recipients to participate in cultural and leisure activities such as painting, sculpture, and photography. 5.9.2 Accompany the service recipients to participate in outdoor sports, recreational and leisure activities. 5.10 Security Guardian Services
5.10.1 Assist in installing emergency call devices, help doors, far-infrared sensors and other safety equipment for the service recipients’ families. 5.10.2 Regularly check the operation of water, electricity, gas, heating and other facilities in the service recipients’ families to eliminate safety hazards. 5.11 Legal Aid Services
Assist the service recipients to safeguard their legal rights and interests through legal aid procedures and corresponding means. 5.12 Charity Aid Services
Assist the service recipients who meet the conditions to enjoy the aid and education provided by the government or society in a timely manner. 6 Service Management
6.1 Organizational Management
6.1.1 Home-based elderly care service institutions should establish organizational structures corresponding to their businesses and confirm the job responsibilities and authority of each department and position. 6.1.2 Home-based elderly care service agencies should establish good communication channels, clarify the methods and targets of communication, 6.1.3 Home-based elderly care service agencies should establish service flow and technical specifications for each position, and implement them in work, 6.1.4 Home-based elderly care service agencies should establish a scientific and practical service quality management system to manage service resources, service processes, service supervision and improvement.
6.2 Service resource management
6.2.1 Home-based elderly care service staff management
6.2.1.1 Home-based elderly care service agencies should ensure that home-based elderly care service staff have the awareness and ability to adapt to their positions. 6.2.1.2 Home-based elderly care service agencies should, based on job requirements and evaluation results, , timely conduct service personnel training and evaluate the effectiveness of the training.
6.2.1.3 Home-based elderly care service agencies should sign a service agreement with no objection from the service personnel, the client and the home-based elderly care service agency, and clarify the responsibilities and obligations of each party.
6.2.1.4 Home-based elderly care service agencies should establish a strict service personnel on-the-job procedure. 6.2.1.5 Home-based elderly care service agencies should establish and implement a service evaluation procedure to determine its level. 6.2.2 Infrastructure
Home-based elderly care service agencies and clients should ensure the provision and maintenance of basic facilities and environment for home-based elderly care services. 4
6.2.3 Safety and emergency plans
SB/I 109442012
6.2.3.1 Home-based elderly care service agencies and clients should ensure the personal and property safety of service personnel during work and provide them with necessary labor protection supplies.
6.2.3.2 Home-based elderly care service agencies should establish safety emergency plans and conduct regular drills on emergency plans. Note: The scope of emergency plans may include: sudden illness of clients; injuries of clients; fires, explosions; and injuries of home-based elderly care service personnel. 6.2.4 Environmental protection
6. 2.4.1 Home-based elderly care service agencies should continuously influence and improve the working environment through their own efforts, and pay attention to environmental protection. 6.2.4.2 Home-based elderly care service staff should abide by relevant laws and regulations and the regulations of their service agencies during their service, and pay attention to environmental protection.
6.2.5 Information resource management
Home-based elderly care service agencies should establish channels for collecting information resources, summarize and analyze the information obtained, and provide timely feedback to relevant parties.
6.3 Homeless elderly care services Process
6.3.1 Service reception
Home-based elderly care service institutions should establish a reception platform to promptly receive consultation and order information from customers. The process is as follows: a) Understand the basic needs of customers: b) Record the basic information and service requirements of the service recipients; e) Introduce the services that the service institution can provide; and d) Match the appropriate service personnel to the service recipients. When the reception platform receives the service demand information from customers, it should record it and give feedback in a timely manner. 5.3.2 Prepare home-based elderly care Service plan
Home-based elderly care service agencies should prepare service plans based on the service needs of customers or service objects. The service plan should include: the specific content of the service;
h) service methods;
c) operating procedures and specifications;
necessary facilities, equipment and tools for the service;
handling of special situations,
6.3.3 Signing of service agreement
Without objection from the home-based elderly care service agency, home-based elderly care service personnel and the customer, a service contract shall be signed. The main contents of the service plan should include:
a) the name, address, position and contact information of the service agency and the consumer;
b) the location, method and duration of home-based elderly care services;
service trial period and deposit;
home-based elderly care service content;
e) labor remuneration and payment form of home-based elderly care service personnel! s
SB/T 10944—2012
Service agencies should provide training requirements for home-based elderly care service personnel: g)
Provisions for the protection of the property and safety of customers and service objects: provisions for the safety protection of home-based elderly care service personnel during the service period; )
Provisions for the termination, modification, renewal and termination of the contract; k)
Other agreed matters.
6.3.4 Providing services
Home-based elderly care service personnel should provide corresponding services in a timely manner in accordance with the requirements of the service plan and service contract, combined with the personal conditions of the service objects, and keep records of the service process.
6.3.5 Service conclusion
When the service period expires or ends due to other reasons, the home-based elderly care service staff should actively hand over the work to the customer, the home-based elderly care service agency or the successor service staff, and solicit the customer's opinions. The handover record and customer opinions should be submitted to the home-based elderly care service agency in a timely manner. 6.3.6 Handling of special circumstances during the service process
When special circumstances occur, the home-based elderly care service agency should handle them in accordance with the prescribed handling methods and inform the service agency and the customer as soon as possible.
6.4 Service warning and improvement
6.4.1 The home-based elderly care service agency should establish a supervision and assessment system for the home-based elderly care service process. The forms of supervision include: a) telephone call; b) management visit; c) unannounced visit; d) social supervision, etc.
6.4.2 Home-based elderly care service agencies should take measures to correct unqualified services and eliminate or reduce the adverse effects of unqualified services on customers.
6.4.3 Home-based elderly care service agencies should analyze the causes of unqualified services, formulate rectification measures, and track the implementation of rectification measures. 6.4.4 Home-based elderly care service agencies should collect and analyze information, clarify innovative services and management, and continuously improve service quality. 6.5 Training management
6.5.1 Home-based elderly care service agencies should establish and improve training management systems. 6.5.2 Home-based elderly care service agencies should ensure that service personnel regularly participate in job training and rotation training. 6.5.3 If home-based elderly care service agencies are unable to train home-based elderly care service personnel, they should entrust institutions with training capabilities and qualifications to train home-based elderly care service personnel. 6.6 Document and record management
6.6.1 Document management
Home-based elderly care service institutions shall implement document management in accordance with the requirements of 4.2.3 of GB/T19001-2008. 6.6.2 Record management
Home-based elderly care service institutions shall implement record management in accordance with the requirements of 4.2.4 of GB/T19001:2008. 6
6.6.3 File management
6.6.3.1Home-based elderly care service institutions shall establish and improve the file management system. S/T10944—2012
6.6.3.2Home-based elderly care service institutions shall timely summarize, classify and archive the documents, records, agreements, contracts, etc. generated during the service and management process.
6.6.3.3 The archives of home-based elderly care service institutions are classified as follows: Standard archives: including service quality standards, service management standards and work standards of home-based elderly care service institutions, as well as internal management data;
Contract and agreement archives: including the agreements signed between home-based elderly care service institutions and their employees, home-based elderly care service personnel, customers and other partners and stakeholders;
Other archives: including documents from relevant government departments, industry association documents, various work records, etc. c
6.7 Service communication and transformation
Home-based elderly care service institutions should establish a communication platform with home-based elderly care service staff, customers, other relevant parties and internal management levels
7 Customer relationship management
7.1 Customer satisfaction
7.1.1 Home-based elderly care service institutions should formulate customer satisfaction management standards and conduct customer satisfaction surveys regularly. 7.1.2 Home-based elderly care service institutions should formulate rectification measures based on the results of customer satisfaction surveys to continuously improve service quality. 7.2 Service object file inspection
Home-based elderly care service institutions A special customer service department should be established or a person should be designated to be responsible for establishing customer files, gradually accumulating customer information and paying attention to the confidentiality of customer information. The recorded customer information may include name, work unit, contact information, home address, personal needs and other information.
7.3 Customer Return Visit
Home-based elderly care service institutions should regularly conduct customer visits on complaint handling, service quality and other aspects, and record and archive the visits:
7.4 Customer Complaint Management
Home-based elderly care service institutions should handle customer complaints in accordance with the requirements of GB/T17242. SB/T10944—2012
References
:11GB/T20647.8Community Service Guide Part 8: Household Service-27SB/T10643Basic Specifications for Household Service-231Opinions on Promoting Home-based Elderly Care ServicesSB/T 10944-2012
Print Issue:20134828F0C?
(National Old Age Small Issue No. 20084)
Owner:155066·2-25900
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