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北京市第五社会福利院(以下简称五福)是全国养老行业率先实行服务业标准化管理的养老机构。早在2004年,五福就开始了对标准化建设的研究和探索。2013年3月,五福作为国家级服务业标准化试点,已经通过中期检查。五福的探索与有益实践,既在国内具有公寓式养老特色的服务业标准化建设方面开了先河,也给各地养老机构提供了可贵经验。五福之所以在标准化建设方面敢为人先,究其缘由,是得益于常华院长及其工作人员的开拓与奉献、务实与高效,以及入住老人的积极协作。标准化建设扎实稳健、科学有效菜份的量减少了,被褥的种类增加了,“80后”的老师和“90后”的学生教学相长,一减一加一合,老人的满意度提升了。五福每年进行两次服务满意度测评。实施标准化后,满意度年年都在提高。黄花鱼,来半份的“黄花鱼,给我来半份的,可以吗?”院长接待日上,有位老人给常华院长提出了这样一个问题。
Beijing No. 5 Social Welfare Institute (hereinafter referred to as “WuFu”) is the first pension institution in the pension industry that takes the lead in implementing standardized management of the service industry. As early as 2004, Wufu started its research and exploration on standardization. In March 2013, as a national service standardization pilot, Wufu passed the mid-term inspection. The exploration of five blessings and beneficial practices have not only opened the door to the standardization of the service industry in China that has the characteristics of apartment-like pensions, but also provided precious experience to the pension institutions in various places. The reason why WuFu dares to take the lead in standardizing its construction lies in the fact that it is benefited from the pioneering and dedication, pragmatic and efficient work of Dean Chang and his staff, and the active cooperation among seniors. Standardization of a solid and stable, the amount of scientific and effective meals to reduce the amount of the type of bedding increased, “80 ” after the teacher and “90 ” after the students teaching, one by one, the satisfaction of the elderly Promoted. Five happy service satisfaction survey twice a year. After the implementation of standardization, the satisfaction is improving every year. Yellow croaker, half a “yellow croaker, give me a half, is it?” Dean received a day, an elderly to President Chang Hua raised such a question.