目的:本研究使用焦點團體研究法,探討居服員在台灣當前照顧服務體系下遭遇的困境與期許,以提供公、私部門永續發展長照服務之參考。研究方法:本研究邀請高雄縣市之居家服務支援中心,推薦不同年資之16位居服員參與焦點團體訪談。每場依訪談大綱進行120至180分鐘,均經受訪者同意採全程錄音方式記錄,並轉譯為逐字稿進行質性分析,針對每個議題討論歸納出主軸及概念。結果:(一)居服員服務歷程的困境可分為個人、組織、政策三個層面。(二)正面的工作意象、與案主情感連結、看到案主功能進步,是突破服務困境的正向力量。(三)組織督導系統的教育與支持功能,對居服員職涯的持續性有正面影響。建議:針對研究發現,分別對個人、組織、政策層面提出一些建議,期望協助居服員免於在服務歷程中受壓迫與邊緣化。
Objectives: Through two focus groups, we wanted to explore the encounter and expectations of homecare workers in Taiwan’s current healthcare service system so that we could provide a reference to public and private sectors for the sustainable development of long-term care. Methods: We invited home-care service support centers in Kaohsiung to nominate 16 home-care workers of various seniority to participate in focus groups. Each interview was done with the use of an interview guide, lasted 120 to 180 minutes, and was recorded, transcribed and analysed. Results: The main findings include: (1) The dilemma of home care workers regarding the service processes can be categorized into three dimensions, individual, organization and policy; (2) The major strengths for home care workers to solve the dilemma are: positive work images, the relationship with clients, and the progress of clients whom they served; (3) The organizational supervision system that possess the education and support functions brings the positive influence about the continuity of services career. Conclusions: According to the findings, the study provides some suggestions from three aspects, home care worker, organization and policy. Hopefully, home care workers will not feel subjected to oppression and marginalization during service process.