社會服務品質的建構與提昇－以老人日間照顧為例

Study on Quality Constructing and Promoting of Social Service: Take Day Care for Elderly People as an Example

林明禛(Ming-Chen Lin)

《台灣健康照顧研究學刊》 11期 (2011/09) Pp. 23-44

https://doi.org/10.29750/TJTHCA.201109.0002

摘要

社會服務輸送過程的變動特性，使得提供滿足符合對象需求的服務並不容易。欲獲得使用者的滿意，應先行瞭解對象對服務品質認知需求。老人日間照顧屬於社區照顧的社會服務形式輸送過程；然而「做得到」卻未必「做得好」，或者使用者「看得到」未必能「援用得到」情形，點明瞭解組成社會服務品質要素的重要性。本文依實證調查研究分析老人對於日間照顧服務品質的構成，包括人身基本友善、服務內容水平、功能實用等三個因素成分，經歸納為安全尊重、多樣化提供、人際與家居串連等核心概念，據以深度訪談服務管理者，提出增進老人日間照顧服務對樣滿意度的方式如下：首就安全尊重概念允宜：（1）重視機構服務與活動等整體空間動線的絕對安全考量；（2）考量以服務對象身心狀況條件為區隔的小單元照顧（Unit Care）方式照顧；（3）強調人群服務的同理及尊重為本的服務與訓練；（4）維持環境的寬敞明亮及減少非必要隔間、維持以居家陳設感覺的布置方式；（5）福祉相關訊息藉由多元管道的輔助訊息提供方式告知服務對象及家屬。次就多元化提供概念則以（1）餐食安排以兼顧老人健康要求與期待之間的最大公約數考量；（2）照顧時間課程安排規劃以自由喜好及興趣為主，多元選擇為輔的活動設計（3）定期家屬座談會及問卷調查，以及從老人小團體瞭解需求滿足情形；（4）強調以個別化狀況需求為導向的服務提供方式；（5）運用具專業才能的志工及實施服務員工訓練，提昇服務才能；（6）敏銳察覺老人與家人的溝通互動情形，增強培育家屬的參與力；（7）接送時能在不影響全體受服務老人權益原則下，儘量配合個別老人要求。最後在人際與家居串連概念上能(1)協助服務對象建立新的社交人際功能價值，減低心理不適；(2)調整作息狀況，協助串連家居生活的正常化；(3)擴大機構組織效能，以增進家屬的信任感。

關鍵字

老人日間照顧 ； 社會服務品質

並列摘要

During welfare services delivered, to do the things which is right, isn't equal to do the right things. This thesis of topic states about how the service is operated in clinical practice that may exactly promote the satisfactory for the user. Three core concepts (safety & esteem, providing with diversification, relationship & domesticate) are fitted in the service delivery process.The first: (1) Paying much attention to the safety of activity space. (2) Working in unit care and considering the physical condition of the user. (3) In empathy and respect with the user. (4) Making sure the environment of the service is always well-lighted and not in amassment. (5) Well informed about the message in diversity to the users' and their family.The second, (1) Taking the needs of both sides for the health and appetite. (2) With interested and diversity way in activity course. (3) With discussing meeting, questionnaire to understand the needs. (4) Emphasizing on individualization service. (5) Professional volunteer with specific talent. (6) Communication and participation with the user. (7) Responding the needs of the user as possible.The third, (1) Establishing the learning and human relationship of the essentials to the service. (2) Combing domiciliary living with day care in normalization. (3) Enlarging the function of organization.