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Objective: The purpose is to pinpoint the problems during home care practice and identify the points and critical links of service quality control. Method: The qualitative field research was adopted. The three-month participatory observation was implemented to the home care practices performed by three community health service centers in Shanghai. Then the collected materials, including the field notes of nearly 100 thousand word count and pictures and images, have been sorted and analyzed. Result: The key factors that affect home care quality and the critical links of quality control have been identified, namely, structure dimension, procedure dimension and result dimension, among which, structure dimension includes system, personnel, environment and equipment, etc., procedure dimension includes health assessment, basic nursing, nursing manipulation, emergency treatment, health education and instruction, psychological nursing, hospice care and rehabilitation nursing, etc., and result dimension includes patient outcomes and nursing personnel outcomes, etc. Conclusion: This research unveils the true process of home care service and the key factors that affect service quality, thus providing firsthand information for the construction of a quality control index system for home care and in accord with national conditions.

Field Research on the Construction of Service Quality Evaluation Index for Professional Home Care