以KANO及IPA模式探討護理之家的照護品質

KANO and IPA Model were Used to Explore the Quality of Care in Nursing Homes

李承駿(Cheng-Jyun Li) ； 張振傑(Chen-Chieh Chang)

《健康管理學刊》 17卷2期 (2019/12) Pp. 23-30

摘要

現階段受到老化的影響，老年人口不斷增加情況下，對於照護機構的需求亦將持續增加。然而，如何兼顧民眾滿意度與顧照護品質間的平衡，就得持續收集影響使用者對於照護品質的滿意度與感受度加以探討並改善，並建構出更貼近於民眾的護理之家。本研究以Kano二維品質模式與重要滿意程度分析法探討照護品質之研究。本研究針對中部某護理之家住民家屬300人為研究對象，有效問卷為298份。透過重要－滿意程度分析法與Kano模式交叉分析後，得出護理之家照護品質前三項的改善重點，分別為「消防、防火及滅火器相關設備在明顯處（環境構面）」、「維護住民隱私（基本人權構面）」、「感染控制的辦法或流程（品質管理構面）」；在改善方面可以依據上訴構面投入更多的資源，進而降低不滿意程度且滿足住民家屬的需求，藉此探討護理之家照護品質的改善策略並提供該護理之家改善之依據。

關鍵字

照護品質 ； 滿意度 ； 護理之家 ； KANO二維品質分析模式 ； 重要－表現程度分析法

並列摘要

With the aging population increasing, the demand for care facilities will continue to increase. However, how to give consideration to the balance between public satisfaction and the quality of care, it is necessary to continuously collect the satisfaction degree and perception degree that affect the quality of care of users to discuss and improve, and construct a nursing home closer to the public. In this study, Kano two-dimensional quality model and significant satisfaction analysis were used to investigate the quality of care. In this study, 300 family members of a nursing home in central China were included in the study, with 298 valid questionnaires. Through important - satisfaction analysis method and the KANO model analysis, it is concluded that the improvement of the nursing home care quality first three focus, respectively, ＂fire, fire prevention and fire extinguisher related equipment in the obvious place dimensions (environment)＂, ＂maintenance residents privacy (dimensions) of fundamental human rights＂ and ＂infection control way or process dimensions (quality management)＂; In terms of improvement, more resources can be invested according to the appeal aspect, so as to reduce the degree of dissatisfaction and meet the needs of residents’ family members, so as to explore the improvement strategy of nursing home care quality and provide the basis for the improvement of nursing home.

並列關鍵字

Quality of Care ； Satisfaction ； Nursing Home ； Kano model ； Importance-Performance Analysis