服務使用者觀點之「好居家服務員」特質探討

Ideal Home-Care Aide Characteristics: The Service Users' Perspective

李逸(I Lee) ； 邱啟潤(Chii‐Jun Chiou)

《護理暨健康照護研究》 9卷2期 (2013/06) Pp. 148-156

https://doi.org/10.6225/JNHR.09.2.148

摘要

背景：居家服務是我國最廣為使用的長期照顧服務項目之一，由受過訓練的居家服務員到失能者或獨居長輩家中，協助家務、身體和生活上的照顧。由於服務性質的特殊性，居家服務員和使用者及其家庭互動密切，因此居家服務員的特質與服務滿意度息息相關。目的：從服務使用者的觀點，探討好居家服務員應具備的特質。方法：本研究採用焦點團體法，再以開放性問卷調查為輔，進行資料的收集與佐證。結果：焦點團體的研究顯示，好的居家服務員的特質包括下列重點：能滿足案家的需求、工作技能、工作態度、相處關係。開放性問卷結果顯示好居家服務員的特質包括：做事態度、待人態度、服務技巧、互動溝通技巧。可見能滿足案家的需求、好的工作能力、態度，及與人溝通相處的技巧，是好居家服務員不可或缺的特質。結論／實務應用：在訓練課程中，將好特質的內涵介紹給學員，建議居家服務員培訓的課程內容，可加強同理心、工作態度、與人互動溝通相處的技巧及工作能力等議題之介紹。

關鍵字

居家服務 ； 服務品質 ； 長期照顧 ； 老人

並列摘要

Background: Home‐care aides are the most widely used form of long‐term care service in Taiwan. Trained homecare aides can provide assistance to disabled / older persons living alone in terms of household duties, daily living activities, and physical care. Due to the specialized nature of services provided, home‐care aides interact closely with their service user's household. Home‐care aide characteristics thus have a significant impact on home‐care service satisfaction. Purpose: This study investigated home‐care aide characteristics to identify those deemed desirable from the service‐user perspective. Methods: The study used focus group interviews followed by a survey using open‐ended questions. Results: Focus group interviews found that good characteristics of home‐care aides included the following major components: ability to satisfy the needs of the household, competence, work attitude, and interpersonal skills. Open‐ended questionnaire results identified desirable characteristics including: work attitude, interpersonal skills, service skills, and communication skills. Therefore, competence, attitudes toward work, and skills in communicating and interacting with others are important characteristics of good home‐care aides. Conclusions / Implications for Practice: The good characteristics identified in this study may be introduced into current home‐care aide training programs. We suggest that topics such as empathy, competence and work attitudes, and communication and interpersonal skills be incorporated into these programs.

並列關鍵字

home‐care services ； service quality ； long term care ； elderly

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