第一線照顧服務員技術考核訓練對於機構管理、服務品質、照護風險及價格的影響：長期照顧機構管理者觀點

少子化的影響，使得家庭的照顧功能逐漸式微，個人與家庭的照顧壓力日益增加，進而連帶產生社會與經濟問題，而長期照顧的需求，也因此而起。目前我國長照的體制下，絕大部分的長照機構都屬獨立個體，許多的資訊相對不甚透明，尤其是照顧品質與管理差異甚大，這在讓個人與家庭要選擇長照機構時，常難以決定，而機構的第一線與主要管理者也經常無法給客戶充足的品質證明與管理成果，來讓客戶能放心的選擇機構入住。長期照顧機構管理者是長期照顧機構主要營運的人員，整體機構的服務水準與其能否適切的營運管理，有高度正相關，然而第一線照服員其工作的品質是影響整個機構服務水準的關鍵因素之一，因此，我們通過長期照護機構管理者角度，探討照服員的技術水準，對於機構管理、服務品質、照護風險、服務價格的影響。研究結果整合十位長期照護機構管理者想法，顯示實施照服員技術考核訓練制度，對於(1)機構管理層面，正向且間接影響；(2) 服務品質面，正向且直接影響；(3)照護風險管控面，正向且間接影響；(4)服務價格面，正向且間接影響。依據研究的結果，建議長期照護機構管理者與經營者，重視照服員技術熟練度，提供正確且舒適、安全的照護服務給住民，是長期照護機構永續經營的重要法則之一。

關鍵字

長期照護機構；管理者；照顧服務員；技術熟練度；技術考核訓練

並列摘要

The impact of the less child, that the family's care function gradually decline. Family care pressure is increasing,.and then associated with social and economic problems. Therefore long-term care needs increase. At present, under the long-term care system of our country, most long-term care institutions are independent individuals. Most information of the quality of long-term care institutions are unknown. This result in customers difficult to choose long- term care institutions . And managers are unable to prove the quality of long-term care institutions to customers. And customers can not assure that it is a right choice of long-term institutions. Long-term care institution managers are the main operators of long-term care institutions. And managers’ ability is highly correlated with its proper operation and management. However, the working quality of caregivers is the key factor of the quality of long-term care institutions. Therefore, we discuss the impact in institutional management, service quality, care risk and price by the first-line caregiver's technical examination training from Long-term Care Institution Managers’ Perspective. The result of the research that the first-line caregiver's technical examination training have impacts that are (1) the institutional management is positive and indirect impact; (2) the quality of service is positive and direct impact;(3) the risk control is positive and indirect impact; (4) service price is positive and indirect impact. According to the results of the research recommend to long-term care institution managers that must pay attention to caregiver's technology. And then providing the right and comfortable and safty care service is the important rule for sustainable development of long-term institutions.