Service package concept, a present day approach to elderly service in service Houses - A case study : Residents' perspective towards service package concept in the Case House
Ngige, Caroline (2014)
Ngige, Caroline
Metropolia Ammattikorkeakoulu
2014
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2014060411838
https://urn.fi/URN:NBN:fi:amk-2014060411838
Tiivistelmä
Service for ageing population has sparked a lot of debate across nations today. People are living longer and the ageing service sector is bracing itself for more challenges as service needs increase with the rising proportion of seniors among societies. This research is about elderly service and specifically the service that is offered to elderly residents living in service Houses. In service organizations that provide elderly service, the process of building a customer oriented service culture is increasingly raising the need for active participation of the consumers of this service in this process.
This study focused on elderly service in a service House for seniors of Helsinki who are not in need of institutional care. Study respondents were aged between 70 and 98 years. Defining the meaning of service which is provided to them in the form of a service package, their role in this service process and the value this service brings to their lives from their own perspective formed the basis of the research question. The aim of this research was to make suggestions geared towards improving service in meeting residents’ needs.
Action research approach was applied as a method. An evaluation of the current service package was conducted and empirical data was collected through group interviews, rec-orded and analyzed. Results showed that the service package is an important aspect of residents' everyday life and it improves their overall wellbeing. In conclusion, the study noted that this concept needs to be developed further so as to integrate both present and future service needs of the House residents. Suggestions arising from data analysis to improve this service concept formed the outcome of this study.
This study focused on elderly service in a service House for seniors of Helsinki who are not in need of institutional care. Study respondents were aged between 70 and 98 years. Defining the meaning of service which is provided to them in the form of a service package, their role in this service process and the value this service brings to their lives from their own perspective formed the basis of the research question. The aim of this research was to make suggestions geared towards improving service in meeting residents’ needs.
Action research approach was applied as a method. An evaluation of the current service package was conducted and empirical data was collected through group interviews, rec-orded and analyzed. Results showed that the service package is an important aspect of residents' everyday life and it improves their overall wellbeing. In conclusion, the study noted that this concept needs to be developed further so as to integrate both present and future service needs of the House residents. Suggestions arising from data analysis to improve this service concept formed the outcome of this study.