臺灣社區照顧關懷據點永續經營關鍵因素之建構與應用

人口高齡化已成為各國所關注之議題，臺灣政府以高齡長者為目標，積極推動高齡人口相關政策。臺灣在1993年已邁入高齡化，且超過八成的高齡人口屬於健康、亞健康者。因此，相關單位針對健康高齡者持續推動以社區營造為基點，設置社區照顧關懷據點，使每位年長者能實現在地老化。有鑑於此，本研究目的為探討符合臺灣社區照顧關懷據點之經營模式與方向，使社區照顧關懷據點得以永續發展，進而建立完善的在地老化照顧服務體系。本研究透過修正式德菲法以及層級程序分析法確認影響臺灣社區照顧關懷據點永續經營的關鍵因素為何，並對部分專家進行深度訪談，利用深度訪談內容瞭解關鍵因素優先排序之原因，以及強化層級程序分析法之分析結果。分析結果指出經營管理能力與專業照顧服務能力為權重最高的因素構面。在專業照顧服務能力構面下，照服人員具有同理心為權重最高且排序第一的因素準則。創造服務對象價值構面中，服務對象滿意度為權重最高且排序第一的因素準則。在財務資源運用能力構面下，財務穩健度為權重最高且排序第一的因素準則。經營管理能力中，完善的管理制度為權重最高且排序第一的因素準則。最後，本研究期許研究結果能擴展社區照顧關懷據點相關研究之學術範疇，並將研究結果提供給當前的社區照顧關懷據點或未來將設置社區照顧關懷據點，其永續經營方向之參考。

關鍵字

人口高齡化；社區照顧關懷據點；永續經營；層級程序分析法

並列摘要

Aging becomes a concern to all countries, and government targets the elderly to promote policies which relate to the elderly population. Taiwan has entered an aging society in 1993, and more than 80% of the elderly are healthy or sub-healthy. Therefore, units of government continue to promote the establishment of community for the healthy elderly and set up community care centers to make each elderly achieve aging in place. The purpose of this research is to explore the model of operating and management and direction of community care centers in Taiwan, that the community care centers could develop sustainably, and establish a complete care service system for ageing in place. Our research used the Modified Delphi Method and AHP to identify the key factors that affect the sustainable management of community care bases in Taiwan and conducted in-depth interviews with experts. The in-depth interview content helped us to understand the reasons for the prioritization of key factors and strengthened the analysis results of the AHP. The analysis results of the AHP showed management ability and professional care service ability were the factors with the highest weight. In the dimension of professional care service ability, the care workers’ empathy was the highest weight and the first ranking. In the dimension of creating service object value, service object satisfaction was the factor criterion with the highest weight and the first ranking. In the dimension of financial resource utilization ability, financial soundness was the factor criterion with the highest weight and the first ranking. In the management ability, the improve management system was the factor criterion with the highest weight and the first ranking. Finally, this research hopes that the research results could expand the academic research scope of community care centers and provide to the community care centers as a reference for sustainable management.