苗栗縣高齡居家服務員服務經驗之探討

The Study of the Serving Experience of Aging Home Care Workers in Miaoli County

劉霈穎(Pei-Ying Liu)

指導教授 ： 張菀珍

國立中正大學/教育學院/成人及繼續教育學系/碩士(2015年)

摘要

本研究旨在探討苗栗縣高齡居家服務員的服務經驗，經由高齡居家服務員的
服務經驗瞭解其服務動機、服務困境與因應策略及服務後的轉變，進而對於高齡
者從事居家服務工作提供建議。主要研究目的有：（一）探討高齡者居家服務員
的服務動機；（二）探討高齡者居家服務員的服務困境與因應策略；（三）探討
高齡者居家服務員服務後的轉變；（四）提出高齡者居家服務員對居家服務的相
關政策之結論與建議。本研究採質性研究以半結構式深度訪談來收集資料並加以
分析，共訪談五位高齡居家服務員。訪談後針對所得資料進行分析，主要根據研
究結果發現，本研究將結論歸納如下：
一、高齡者居家服務員的服務動機歸納有（一）高齡者居家服務的服務動機
來自於過去的經驗與內在心理層面的自我肯定與成長；（二）居家服務使用者與
高齡居家服務員能有良好的互動與回饋；（三）居家服務提供單位在制度上能提
供相關功能；（四）高齡居家服務員在年齡、經濟收入、健康狀態及時間條件上
各有各自的考量點。
二、高齡者居家服務員的服務困境歸納有（一）身體狀況不佳使高齡居家服
務員產生困境，其因應策略是選擇不做或是找身體能負荷的工作來做；（二）服
務使用者或家屬因過分要求使高齡居家服務員產生困境，其因應策略包括依據工
作契約內容所訂內容提供服務、或轉換調整心態、或當作沒聽到沒看到來回應等；
（三）服務提供單位是否發揮應有之功能將使高齡居家服務員產生困境與否的原
因；（四）居家服務制度限制使高齡居家服務員無法繼續工作。
三、高齡者居家服務員服務後的轉變歸納有（一）高齡者居家服務員身體狀
況產生不適狀況；（二）高齡者居家服務員在心理層面獲得成長與激勵；（三）
高齡者居家服務員角色調適與人際互動的經驗增長；（四）高齡者居家服務員達
到自我學習與心靈成長。
最後，研究者根據上述研究結果加以討論，並依據此結果提供若干建議給投
入居家服務的高齡者、居家服務提供單位、政府單位作為參考依據。

關鍵字

服務經驗 ； 高齡居家服務員 ； 高齡者

並列摘要

The study is to discuss the serving experiences of aging home care workers in
Miaoli County; the suggestions would be given through the understanding of the
serving motivations, serving predicaments, the responsive strategies, and serving
transformation from aging home care workers. The research purposes are as follows:
one, to explore the serving motivation of aging home care workers; two, to explore the
serving predicaments and responsive strategies of aging home care workers; three, to
explore the serving transformation of aging home care workers; four, to provide
conclusions and suggestions. The qualitative approach is utilized in the study, and by
employing semi-structure in-depth interview with five aging home care workers, the
necessary data are collected. In the light of the analyses, significant results are as
follows:
1. The serving motivations of aging home care workers comes from the past
experiences and endogenous self-affirmativeness and self-growth, the good
interactions and feedbacks between home care users and aging home care workers,
the institutional functions given by the serving unit of home care, and the
satisfactions of individual needs.
2. The serving predicaments of aging home care workers comes from bad physical
conditions, which aging home care workers would choose not to do certain works
or find another works instead; the overloaded requests, which aging home care
workers would respond to the home care users with treaties of working contract,
changing attitudes, or not to respond; the functions of aging home care workers,
which aging home care workers would be unable to handle; and the restrictions of
home care service institution, which aging home care workers would be unable to
continue to work.
3. The serving transformations of aging home care workers comes from inappropriate
conditions of body, the endogenous psychological growth and inspiration, the increase of experiences of interpersonal activities, the adaptation of being a home
care worker, and the achievements of self-learning and mental growth.
Eventually, the results are references and suggestions for aging home care workers,
home care serving unit, and relevant public authorities.

並列關鍵字

Serving Experience ； Aging Home Care Worker ； Aging

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