社區關懷據點服務面向與服務藍圖之研究

苗栗縣總人口數為544,339人，其中65歲以上人口增加到91,754人約全縣總人口的16.86%，已邁入「高齡社會」，因此，至2021年05月在苗栗縣之275個社區，已完成166個據關懷點，涵蓋率高達60.36%。本研究以苗栗縣三間社區關懷據點為研究對象，希望從服務設計角度來了解社區關懷據點之服務面向與服務流程。本研究採個案研究法，針對縣內三間社區關懷據點進行研究，並採深度訪談進行資料收集與分析，研究發現在服務設計面向，據點主要以健康促進、長者的需求、人員專業能力、及成功案例參考為依據，而服務流程設計部分則缺服務藍圖之概念，因此，服務品質可能會因人而異，導致服務品質的不一致性且成果無法進行追蹤及檢討。

關鍵字

社區關懷據點；服務面向；服務藍圖；苗栗縣

並列摘要

The total population of Miaoli County is 544,339. Among them, the population over 65 has increased to 91,754, which is about 16.86% of the county. It has entered the ＂aged society＂. Therefore, 166 day care centers have been completed out of 275 communities, and the coverage rate is as high as 60.36% till May 2021. This research takes 3 community care bases as the research objects, aiming to uncover the service dimension and service process of the community care bases from the perspective of service design. This study adopts a case study method to conduct research on three community care bases in the county, and uses in-depth interviews for data collection and analysis. The research found that the service dimensions are mainly from health promotion, the needs of the elderly, the professional capabilities of personnel, and successful cases. The design of service procedure is lack of the concept of service blueprint. Therefore, service quality may vary from person to person, resulting in inconsistencies in service quality and results that cannot be tracked and reviewed.