不情願的夥伴關係？照管專員與A個管員 在長照2.0照顧管理的合作經驗

Reluctant Partnership ? The experiences of care management between care managers and "A Case Managers" within the Long-term Care 2.0

黃玲瑤(Huang Ling-Yao)

指導教授 ： 沈慶盈

國立臺灣師範大學/國際與社會科學學院/社會工作學研究所/碩士(2022年)

https://doi.org/10.6345/NTNU202201739

摘要

本研究旨在探討照顧管理專員與A個管員在長照2.0的照顧管理的合作經驗。以質性研究方法，訪談共十位一年以上實務工作經驗照顧管理專員或A個管員的在職人員作為主要研究對象，了解兩者於現行長照2.0照顧管理工作上的分工與協同合作情形與困境。
研究發現，由於政策滾動式修正以及因地制宜考量，使各地方政府甚至同縣市不同區域有不同做法，加上地方政府無法第一時間針對細部流程訂定相關合作機制，導致照顧管理專員與A個管員對於照顧管理流程與分工的理解有限；在實務操作面，政府的政策中雖然強調兩者為夥伴合作關係，但實務上仍存在不對等的關係，進而影響彼此合作，主要原因包括角色立場、觀念差異、分工不明確以及缺乏溝通管道。
研究最後，也分別對制度面與實務操作面提出建議，以期研究結果能做為提升服務輸送品質與建構社區整體照顧服務體系之參考。

關鍵字

照顧管理專員 ； A個管員 ； 協同合作

並列摘要

The main purpose of this study is to explore the cooperative experience of care managers and A case managers in the care management of long-term care 2.0.
In this study, I use qualitative research method on ten interviews with people who have more than one year of practical work experience until now. To figure out the situation about division of labor and predicament for care managers and A case managers in care management during Long-term Care 2.0.
Because the policies of long-term care have been under rolling adjustment and different adjustment in accordance with local conditions, the cooperations between care managers and A case managers are different between districts, counties, and cities. Moreover, the local government cannot real time formulate the detail processes of relevant cooperation mechanisms. As a result, the understanding of the care managers and the A case managers is not clear enough on the care management process and division of labor. in practice, Although the government emphasizes the partnership of each other in the policy, But there is still an unequal relationship. The main reasons include role conflicts、different ideology、unclear partnership and lack of communication.
At last, Suggestions on system and practical operation, It is expected that the research results can be used as a reference for improving the quality of service delivery and constructing the overall care service system in the community.

並列關鍵字

care management ； A Case Managers ； Collaboration

參考文獻

一、中文部分

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行政院(2007)。我國長期照顧十年計畫—大溫暖社會福利套案之旗鑑計畫（核定本）。

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