2026 Volume 17 Issue 4 Pages 130-143
In response to rapid population aging, China launched pilot long-term care （LTC） insurance programs in 2016, which were later expanded to 29 regions. This study examines the operational structure and outsourcing characteristics of these LTC service quality management systems from three dimensions : policy implementation, administrative operations of LTC insurance, and service quality assessment. Although LTC insurance operations are outsourced to private insurance companies and quality assessments are delegated to service providers, concrete standards and implementation frameworks for evaluating service quality have not been sufficiently developed. Therefore, in this study, we focus on Suzhou, a representative region that developed and implemented the “Suzhou Model” of LTC insurance. By examining the system in Suzhou, key challenges surrounding LTC service quality are identified and potential solutions are explored. Our results indicate two major implications for ensuring and improving service quality : the need for explicit and formalized evaluation standards established by implementing authorities and the development and operation of a neutral third-party evaluation system.
Annals of the Society for the Study of Social Policy
