老人長期照顧機構服務品質之研究－以臺南市為例

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Title:	老人長期照顧機構服務品質之研究－以臺南市為例
Other Titles:	Research of Service Quality on long-term care agencies: The Cases of Tainan City
Authors:	李耀煌 Li, Yao-huang
Contributors:	非營利事業管理學系呂朝賢 Chao-hsien Leu
Keywords:	服務品質;有形性;可靠性;老人長期照顧機構;關懷性;保證性;回應性 Empathy;Service quality;Tangibility;Reliability;Responsiveness;Assurance;LTC facilities for the Elderly
Date:	2013
Issue Date:	2014-12-31 16:10:33 (UTC+8)
Abstract:	由於台灣人口結構的快速改變與老化，導致高齡化社會來臨，也引發許多新的需求與問題，此已成為現今社會大眾及政府共同關心的議題。在家庭照顧功能式微，使得家庭外的老人長期照顧機構成為不可或缺的照顧服務，尤其是兼具小型化與社區化又能符合社會需求與未來趨勢的小型老人長期照顧機構。然而，在老人長期照顧需求的快速成長，台灣小型長期照顧機構林立，但服務品質卻良莠不齊，對機構而言，服務品質不僅可利用來建立機構正面形象，也可使得住民與家屬提昇信任，更可藉著提昇服務品質而達到永續經營，但機構如何確保其服務品質，才可以使日漸增多的老年人口的生活有所保障，即成為民眾心目中極為重要的課題。　　　本研究主要目的在於探討小型長期照顧機構的服務品質，進行質性訪談，研究者以PZB五大構面量表，探討分析老人長期機構服務品質的因素，並針對影響服務品質因素提出具體可行政策，一方面提供機構服務品質的策進作為，另方面提供政府擬訂相關政策之參考。　　　初步研究結果顯示：就機構有形性的硬體設施設備影響因子而言，提供完善的硬體設施與服務設備，並且能注重室內佈置，有家的感覺照顧環境，被認為是影響服務品質因素。就機構可靠性服務部份，研究發現機構一旦承諾提供住民服務，能依服務契約履行，有解決住民與家屬問題的熱忱等影響。就機構回應性向度，機構能針對住民與家屬特別的需求，有立即性回應時，有助於機構滿意度提高。就保證性服務方面，研究發現機構服務人員的服務態度讓家屬可以放心的把長輩託付，被認為是服務品質的增加。就機構提供關懷性服務向度，研究發現機構能夠隨時將住民身心狀況與家屬保持聯繫，能站在住民權益考量，係增加機構服務品質的提升。　　　小型長期照顧機構服務品質的良窳與否，關係到機構的生存與發展，如能加強(一)機構安全舒適的環境(二)建立專業服務團隊(三)良好的住民照顧服務(四)機構有永續經營服務理念等四項策進作為，將有利於機構提升整體的服務品質。　　The rapidly changing population structure and population aging in Taiwan have led to the coming of aging society, as well as many new demands and problems. Population aging has become an issue which attracts the attention from the general public and the government of the current society. The declining family care function makes long-term care (LTC) facilities, other than families, an indispensable care service. Small-scale and community LTC facilities that meet both social needs and future trends are particularly important. However, although many small-scale LTC facilities have been established in Taiwan to meet the increasing demands for long-term care of the elderly, their service quality is inconsistent. To LTC facilities, service quality can be used to create their positive image and increase the trust of residents and their families. Moreover, the objective of sustainable development can also be achieved by improving service quality. However, how can LTC facilities ensure their service quality to guarantee the life of the increasing aging population has become a very important issue in the mind of the general public.　　　The main purpose of this study is to investigate the service quality of small-scale LTC facilities. This study performed quantitative interviews, used the PZB service quality five-dimension scale to investigate the factors affecting the service quality of LTC facilities for the elderly. In addition, this study proposed specific and practicable measures for the factors affecting service quality. Such measures can be provided for facilities to improve their service quality, and can also be provide as reference for the government to develop relevant policies.　　　The results of the preliminary investigation showed that: in terms of the factors affecting the hardware equipment of tangibility of LTC facilities, providing complete and sound hardware facilities and service equipment and attaching importance to indoor decoration to create a caregiving environment with a sense of home are regarded as the factors affecting service quality. In terms of reliability of LTC facilities, this study found that the factor affecting reliability is LTC facilities’ implementation of service contract and passion for solving the problems of residents and their families once they promise to provide residents with service. In terms of responsiveness of LTC facilities, LTC facilities’ immediate response to the special needs of residents and their families is beneficial to the improvement of their satisfaction with facilities. In terms of assurance, this study found that the service attitude of service staff enables families to entrust elders to LTC facilities, and is regarded as the addition of service quality. In terms of the empathy of LTC facilities, this study found that LTC facilities’ ability to pay attention to the physical and psychological status of residents at any time, maintain the contact with families and take into account the rights and interests of residents from their perspective can improve the service quality of LTC facilities.　　　The service quality of small-scale LTC facilities is associated with their survival and development. If LTC facilities can implement four measures: (1) creating a safe and comfortable environment; (2) establishing a professional service team; (3) providing great care service for residents; (4) developing the concept of sustainable development, the overall service quality of LTC facilities can be improved.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(M. A. Program in Nonprofit Organization Management)

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