Basic introduction

　　The key to the development of senior care service industry is to improve the quality of senior care service. The most important thing is to make up for the weakness of quality, so as to promote the quality of senior care service through standardization."Basic standards for service quality of senior care institutions" is an important part of the construction of service quality standard system for the seniors in China, and it is also an important "basis" for judging the service quality of senior care institutions in China. The standard stipulates the basic requirements, service items and quality requirements, service evaluation and improvement of senior care institutions, which is applicable to the service quality control of senior care institutions.

　　According to the special action of the Ministry of Civil Affairs, the Ministry of Public Security, National Health and Family Planning Commission of the People's Republic of China, the General Administration of Quality Supervision, Inspection and Quarantine, the National Standards Commission and the National Office for Aging this year, it is urgent to make up for the shortcomings in the service quality improvement of senior care institutions in China, and use standardization to improve the quality of senior care services.

　　In order to improve the long-term mechanism of improving the service quality of senior care institutions, the Ministry of Civil \Affairs, the General Administration of Quality Supervision, Inspection and  Quarantine, and the National Standards Commission will study and promulgate MZ/T 170-2021 “Guidelines for the standard system construction of senior care organization”, “the Guidelines for the service standard system of senior care institutions”, and GB/T 35796 “Basic specification of service quality of senior care organization”.

　　"Specification" is not only the basic standard of the quality standard of China's senior care service organizations, but also an important part of the construction of the whole standard system. On the one hand, in view of the services provided by senior care service institutions, the service content and quality requirements are put forward from 16 aspects, including consultation, diet, life care, senior care, assistance in medical care, medical treatment, rehabilitation and health care, psychological (spiritual) support, tranquility, leisure and entertainment, education, entrustment, environmental sanitation, washing, maintenance and communication; in addition, the standard also has the requirements of evaluation and improvement not only taking into account all aspects of the situation, but also enabling the senior service institutions to continuously improve the quality level and pursue excellence; on the other hand, the national standard clarifies important concepts and puts forward clear requirements for the identification of senior care institutions, which will be conducive to the competition of senior care service institutions and the healthy development of the industry.

　　This standard is applicable to the service quality management of senior care institutions.

Significance of service certification

　　Through the process of certification, we can refine our own service characteristics, promote enterprises to innovate service mode and build service brand. Enterprise service realizes standards compliance through the certification of enterprise service management to meet the relevant national standards (or industry standards, or alliance standards), strengthen after-sales service management level and service capabilities.

　　The enterprises that have passed the certification mean that they are in the leading position in the service of the whole industry in the whole country, which can be used for the marketing and promotion of service products, increase the credibility and increase the consumer confidence.

　　The prevention and treatment measures proposed in the standard are effective measures that have been widely verified through long-term practice at the grass-roots level. As long as the senior care organizations attach great importance to and standardize the operation, the risks in management can be greatly reduced. In the part of management requirements, it is clear that the senior care organizations should do a good job in emergency plan, evaluation and improvement, safety education and other work, so as to continuously improve the standardization level and continuous improvement ability of service safety management.

　　The full score of senior care service certification evaluation is 150 points. The certificate is divided into Grade A, AA, AAA, AAAA, and grade 5A is the highest level of certification.

Certification basis

　　GB / T35796 “Basic specification of service quality of senior care organization”

　　RB / T303-2016 “Technical guidelines for senior care service certification”