以整合性科技接受模式探討照顧服務員採用居家服務資訊系統之研究

我國人口老化、少子化，長照服務對象及內容增加，長期照顧也從機構式逐漸轉向為社區式及居家式的照顧。在長照2.0裡服務對象及內容的增加，且強調在地老化，在長期照顧的大環境裡，照顧服務人員及居家督導的角色扮演與工作上的管理，也是不可忽略的重要課題。居家服務員的工作需要工作紀錄，傳統紙筆方式缺乏正確性，也不夠即時，而居家服務員的工作大部分都在外面奔波，如果有適當的資訊科技輔助才能提升工作效率，例如每日照顧服務計畫、排班資訊、服務項目執行及時數記錄、管理報表及工作酬勞帳款管理等等之電腦系統，包含電腦版及行動平台(手機或平板App)在內，皆可提升紀錄的即時性增加工作績效。目前已有少數單位已經引進行動版居家服務資訊系統，發現機構經營者可迅速掌握管理資源與資訊，有利全方位的經營管理及輕鬆面對評鑑，進而提高經營效率、競爭力與獲利能力，也可協助機構提昇住民照護品質、降低作業成本精省人力及錯誤發生率。在照護端方面，照顧服務員可依照自己的時間規劃彈性的排班，透過資訊平台，可以確定個案狀況及需服務的內容，此外照顧服務員也可利用資訊平台簽到、簽退，讓服務更加有效率。本研究因應國內照顧服務員的特性，利用整合性科技接受模式加入國籍、組織承諾及電腦自我效能三個構面來探討照顧服務員採用居家服務資訊系統之相關因素。研究對象為居服員及居服督導，採橫斷式研究，利用網路問卷填答方式，回收177份問卷，扣除無效問卷18份，得有效問卷為159份，回收率89.8%。經過統計軟體Smart PLS分析後，本研究結果顯示，整體來說，使用意圖對使用行為是有顯著影響，促進條件對於使用行為的影響也是顯著的，組織承諾對於使用意圖沒有影響，不管是性別、年齡、國籍、經驗，都無法干擾這兩者關係。此外，使用意圖受到電腦自我效能及付出期望的影響最為顯著，社會影響的影響則是其次，績效期望影響則是最小。

關鍵字

整合性科技接受模式；居家服務；資訊系統

並列摘要

Due to aging population and low birth rate, citizens in need of long-term care are increasing and so is the range of the service. As a result, the long-term care has become community- and home-based. In long-term care 2.0 such an increase and the emphasis of aging locally mean that the care providers and their management have become increasingly important. Traditional paper-and-pen records of resident care attendants’ work lack accuracy and are not immediate. Most of the work crew are running around outside; the use of information technology can help boost productivity, for example, everyday service plan, scheduling information, service execution, time keeping, management and payroll, etc. The available computer system includes PC edition and mobile platforms(a phone or tablet App), which can both improve the instant record and increase work performance. Currently only few has introduced mobile version of the home- care information system one. They found that this helped the institutions quickly get a hold of information and resource, enable a full range of business management, and easily handle evaluations. This in turn raises efficiency, competitive edge, and possible gains in profit, as well as improve quality, reduces costs in human resource and in mistakes and errors. From the care givers’ perspective, they can be more flexible in scheduling their duties. Through the information platform they can be more certain above the conditions of individuals and their needs. It is more convenient for them to check in and out, making their service more efficient. This study takes into account of the characteristics of resident care attendants in Taiwan, uses UTAUT to include in consideration three facets: nationality,organization promise, and computer self-efficacy to investigate how care givers use the care-giving information system. The subjects include both resident care attendants and home care service supervisors, and the study uses cross-sectional approach. The questionnaires are distributed online by internet, 177 of them were collected, among which 18 were invalid and 159 were valid, with validity 89.9%. After the Smart PLS analysis, this research shows that the overall intention to use markedly influences the behavior of using, and so does the promotional incentives.However, organizational promise does not affect the behavior of using, regardless of the gender, age, nationality, nor experience. In addition, the intention of using is most influenced by computer self-efficacy and self-expectation, followed by the societal influence, and least affected by performance expectation.