日間照顧中心關鍵成功因素之初探

高齡化為全球之趨勢，並衍生出人口老化與長期照顧問題。因此在國內政策的推波助瀾之下日間照顧中心數量如雨後春筍般成長，若管理者想要在眾多競爭對手中脫穎而出，必須找出關鍵成功因素。本研究為探討此議題以兩階段進行，第一階段透過文獻回顧並結合平衡計分卡與專家訪談法建構出四大構面、十二個主題及五十四個策略目標，第二階段再以修正式德爾菲法找出日間照顧中心關鍵成功因素並以網路問卷的方式寄送給五位在日間照顧中心產官學各界專家，且在第二次專家問卷施測過程中即達到各專家一致意見的收斂。最後結果研究顯示「財務」與「顧客」為相對重要構面，日間照顧中心在經營時「財務」是首要考量的，而在財務中「空間規劃、運用與設備管理」為首要應注重的指標；其次是「顧客構面」，而在顧客構面中以「照顧服務」最為首要，由於入住長者之健康狀況迥異，管理者須將長者的身心狀況納入考慮，並進行單元式照顧才能符合長者需求。本研究結果期望能提供給予日間照顧中心研究者及經營者明確的策略指標參考依據。

關鍵字

修正式德爾菲法；平衡計分卡；關鍵成功因素；日間照顧中心

並列摘要

Population aging has became the widespread trend around the world, and gives rise to problems of ageing and long-term care. Therefore, the number of day care centers spring up like mushrooms in pace with help of domestic policies. If managers want to stand out from many competitor, managers have to explore Key Success Factors. In order to explore this topic, this study was carried out in two stages. In the first stage, the researcher construct four major Dimensions, twelve topics, and fifty-four Strategic Objectives by literature review and Balanced Score Card and Expert interview method. In the second stage, the researcher use Modified Delphi Method to find Key Success Factors. Reacher send electronic-questionnaires to five Experts. Finally, the electronic-questionnaires reach convergence at the second stage. The results of the final study show that top two factors that need most attention for day care center are "finance dimension" and "customer dimension". "Finance facet " is the most important item in the operation of day care center. The most important item in finance is "space planning, application and equipment management" because it is necessary for the manager to set up a day care center in accordance with the basic regulations of the government. The second important part of the operation of the day care center is the " customer dimension ". The day care center are the most important items of the "care services" in the customer's facet. Due to the different health conditions of the elderly, the managers must consider the mental and physical conditions of the elderly and provide unit care to conform the needs of the elderly. It is expected that the results of the final study will provide correct strategic objectives for researcher or manager.