COVID-19對於長照機構居家服務督導員影響之研究-以雙北市為例

本研究主要的目的在於從居家服務督導員觀點了解居家服務實際運作情況，並從其主觀經驗陳述面臨COVID-19疫情升三級警戒時，所遭遇的困境與因應策略，以作為未來提昇居家服務督導員功能的相關建議之參考。本研究採用質性研究方法，共訪談位於雙北市居家長照機構服務的九位居家服務督導員，依據研究發現疫情期間因分流辦公，在個案服務狀況及維持服務品質，就需要多方向去取得資料，導致居家服務督導員行政工作量大增！同時配合政府防疫規定等同在高壓的環境工作，對於個案及居服員因大環境改變及知識量不足產生的恐懼，都會反應到督導身上，此外說不清道不明的線上教育，讓居督員面臨到支持及教育上的瓶頸。更因在疫情時期有很多的規定，進而使服務輸送上媒合人力難度提升，加上各方缺乏換位思考的思維，都讓督導猶如三明治。依據研究發現提出建議如下：（1）建議妥善運用科技及軟體輔助人力，以增進行政作業的效率；（2）防範並降低長照人員的恐懼，加強其線上教育平台的使用，促進教育學習管道的發展；（3）建立團隊凝聚力及溝通管道，成為互相支持的強力後盾；（4）建立同理心及換位思考的溝通思維，以增強情緒調節的功能。本研究結果可提供相關單位做為參考及實務建議，以提升居家服務督導員的職能。

關鍵字

COVID-19 ；居家長照機構；居家服務督導員；服務輸送

並列摘要

The main aim of this study is to understand the actual operation in homecare service according to the perspective of homecare service supervisors’ viewpoint analysis. Compiling statements by the subjective experience of homecare service supervisors, we focused on encountered predicaments and effective reaction strategies under Level 3 COVID-19 alert in Taiwan. This study may provide related recommendations and reference to improve the functions of the homecare service supervisor. In terms of research methods, qualitative research approach was employed to interview nine homecare service supervisors in home-based long-term care institutions in Taipei and New Taipei City. The following research findings were yielded. Firstly, taking turns coming to the office led to increase the work load on homecare service supervisors during the COVID-19 pandemic, especially in the acquisition of multi-faceted information in order to ensure case service and maintain the service quality. Secondly, due to the fears from the changes in the overall environment and from the insufficient information, the government's epidemic prevention policy became the stressor on cases and homecare service providers, which was further reflected to homecare service supervisors. Thirdly, the complicated online education made homecare service supervisors face bottlenecks in support and education. Fourthly, the service delivery had more challenges based on the increasing difficulty of mediating human resources during the COVID-19 pandemic. Finally, there is a general lack of thinking in someone else’s shoes. Taken together, homecare service supervisors struggle with role adjustment as a supervisor. We submit the following suggestion based on the discovery of this study: (1) The applying of technology and software to assist manpower is suggested to advance administrative efficiency. (2) For long-term care workers, the prevention and reduction of fears should be concerned. In addition, the strengthening of their use of online education platform can promote the development of educational learning channels. (3) The establishment of team cohesion and communication channels can become a strong backing for each other. (4) The establishment of empathy and thinking in someone else’s shoes can enhance the function of emotion regulation. The results of this study provide references for relevant units and extend the theory to practical applications in order to improve the function of homecare service supervisors.