照顧服務員留任意願之研究-以臺南市居家長照機構為例

本研究旨在探討居家照顧服務員的工作滿意度、工作壓力及其影響因素。以及留任意願及其與工作滿意度的相關性，進而提出有助於居家式長照機構改善居家照顧服務員留任意願的建議。研究者利用問卷調查方式進行量化研究，以2023年8月份已經設立於臺南市境內之居家式長照機構的居家照顧服務員為母體，採抽樣方式進行問卷調查。研究發現，(1)長照2.0實施後，居家服務產業吸納臺灣因產業結構轉型或有家庭照顧需求而就業能力較薄弱的族群；(2)低薪、低服務年資，居服產人員流動率高，如何改善員工薪資、福利待遇使其願意留任，需要更多的策略思考；(3)案主及案家態度不友善，易造成居服員工作壓力，督導及機構若未設法協助處理，將影響居服員的工作滿意度及留任意願；(4)不同型式的居服機構，其居服員的工作壓力、工作滿意度及留任意願有所差異；(5)工作滿意度與留任意願正相關。勞動條件與工作滿意度相關性高，而居家服務員留任意願相對單一變化，服務年資是留任意願的重要相關因素；(6)工作壓力愈大，居服員工作滿意度愈低。工作滿意度愈高，留任意願愈高，組織需設法提升員工的工作滿意度，增加員工留任意願、降低離職率。本研究由政策面、實務面及管理面提出建議如下：政策面:(1)建立專業認證制度，吸引專業人士投入居服產業；(2)修訂「業務負責人」資格，使基層照顧服員有升遷機會；實務面:(1)改善員工薪資、福利待遇，提昇照服員的工作滿意度；(2) 運用加薪、福利、升遷等策略，鼓勵居服員久任；管理面:(1)強化在職訓練，建立學習型組織；(2)重視工作與生活平衡，打造宜任職場；(3) 重視組織管理及督導支援系統，減輕員工工作壓力。(4) 提升對工作者的尊重，營造對居服員尊重的社會氛圍及職場環境。

關鍵字

長期照顧；居家式長照機構；居家照顧服務員；工作壓力；工作滿意度；留任意願

並列摘要

This study aims to explore the job satisfaction, work pressure and the influencing factors of home care attendants; furthermore, probes the intention to stay and its correlation with job satisfaction, and then put forward suggestions that can help home-based long-term care institutions improve the intention to stay of home care attendants. The researcher uses a questionnaire survey method to conduct a quantitative study, taking the home care attendants of home-based long-term care institutions that had been established in Tainan City in August 2023 as the population, and uses the sampling method to conduct the questionnaire survey. This study found that: (1) After the implementation of Long-term Care 2.0, the home service industry has absorbed the groups in Taiwan who have weak employment capabilities due to industrial structural transformation or family care needs; (2) Due to low wages, low service years, and high staff turnover rate in the home care attendants, how to improve employees' salaries and benefits to make them intention to stay requires more strategic thinking; (3) The attitude of the clients and their family members is unfriendly, which can easily cause work pressure for home care attendants. If the supervisors and institutions fail to help solve the problem, it will affect the job satisfaction and intention to stay of home care attendants; (4) There are differences work pressure, job satisfaction and intention to stay among the home care attendants of differences types home-based long-term care institutions; (5) Job satisfaction and intention to stay is positively related. There is a high correlation between labor conditions and job satisfaction, but the intention to stay of home care attendants changes relatively uniformly, and service years are an important factor related to the intention to stay; (6) The greater the work pressure, the lower the job satisfaction of home care attendants. The higher the job satisfaction, the higher the intention to stay. Institutions need to find ways to improve employees' job satisfaction, increase employees' intention to stay, and reduce the turnover rate. This study makes the following recommendations from the policy, practical and management aspects: Policy aspect(1) Establish a professional certification system to attract professionals to participate in the home service industry; (2) Revise the qualifications of "business leaders" to provide promotion opportunities for primary home care attendants; Practical aspect: (1) Improve employee salaries and welfare benefits to enhance the job satisfaction of home care attendants; (2) Use salary increases, benefits, promotions and other strategies to encourage home care attendants to stay on for long tenure; Management aspects: (1) Strengthen on-the-job training and establish a learning organization ; (2) Pay attention to work-life balance and create a suitable workplace; (3) Pay attention to organizational management and supervision support system to reduce employee work pressure. (4) Improve respect for workers and create a social atmosphere and workplace environment that respects home care attendants.