照顧服務員人格特質與住民及其家屬照顧服務滿意度關係之研究-以臺中市長期照顧機構為例

現今醫學科技的進步，一些早期的不治之症及慢性疾病皆有新的藥物可以控制或治癒，因此人類壽命越來越長，進而相繼產生高齡化的老年社會，由於少子化的原因，家庭成員相對的改變，一個年輕人則需照顧五個年紀大的長者，因此護理照顧機構需求也變得越來越大，大部分的人並不了解長照機構是什麼?對於機構的服務品質則必須由專業的照顧服務員介紹來判斷其長照機構的服務滿意度，本文係討論照顧服務員、住民和家屬三個部分之關聯性。研究目的 (一)在不同的背景變項中長期照顧機構照顧服務員人格特質是否有顯著差異。 (二)在不同背景變項中機構住民對照顧服務員與住民關係態度是否有顯著差異。 (三)多間機構中照顧服務員人格特質與住民對照顧服務員之住民關係的態度是否具關聯性。研究方法本研究採立意取樣(Purposive Sampling)之結構性分析，以臺中市 9 間長期照護機構之照顧服務員與住民和家屬為研究對象，採照顧服務員人格特質量表之五大人格特質(Cronbach’s α=0.84)量測照顧服務員人格特質；而照顧服務員人格特質量表(Cronbach’s α=0.75)量測照顧服務員工作滿意度，另使用住民及家屬對機構照護服務滿意度量表之四大構面(Cronbach’s α=0.95)量測住民關係；而住民及家屬對機構照護服務滿意度量表(Cronbach’s α=0.89)量測機構照護服務滿意度。問卷方式係採現場一對一訪談問答並讓受訪者自行判斷以保持問卷的客觀性。量測照顧服務員人格特質問卷共發出112份，回收109份，回收率97.3%，另量測住民及家屬共發放148份問卷，回收142份，回收率95.94%。問卷發放期間 2016 年09月01 日至11月 30 日止。回收資料利用統計軟體 SPSS Statistic 20.0進行描述性統計分析、獨立樣本 t 檢定及單因子變異數分析。研究結果在照顧服務員五大人格特質中神經性構面具顯著差異(p=0.05)且開放性構面具顯著差異(p =0.04)，住民及家屬服務品質滿意度中滿足需求性構面具顯著差異(p =0.04)且安全性構面具顯著差異(p =0.03)，照顧服務員工作滿意度和住民及家屬對照顧服務員滿意度具關聯性。結論照顧服務員五大人格特質與住民及家屬服務品質滿意度具關聯性，照顧服務員的人格特質表現越佳且與住民及家屬的服務品質滿意度越接近，則表示機構品質與人格特質關聯之解釋力越強。關鍵字:照顧服務員、人格特質、住民關係、長期照顧機構。

關鍵字

照顧服務員；人格特質；住民關係；長期照顧機構

並列摘要

With the advancement of modern medical technology, some incurable diseases in the past and chronical diseases can now be effectively cured or controlled. In turn, human beings have longer and longer life span. Plus the decreasing birth rate, an aging society gradually forms. Because of the decreasing family members, on average one young person has to take care of five older family members. Therefore, the demand in long-term care institutions is getting desperate. Most people don’t know what the long-term care institution is all about. The service quality and resident satisfaction of long-term care institutions has to be evaluated by professional caregivers. This study is to explore the correlations among caregivers, residents and family of residents. Study Objective In the variable of “different background”, identify if there is significant difference in the personality traits of the caregivers in long-term care institutions. In the variable of “different background”, identify if there is significant difference in the attitude and relationship between the caregivers and the residents in the long-term care institutions. Of different long-term care institutions, identify if there is correlation between the personality traits of the caregivers and the residents’ attitude toward the caregivers. Study Methods This study adopted Purposive Sampling for data collection. The caregivers, residents and family of residents of nine long-term care institutions in Taichung City were the subjects of this study. The Big Five personality traits scale was used to investigate the personality traits of caregivers (Cronbach’s α=0.84) and the job satisfaction of caregivers (Cronbach’s α=0.75). In addition, four-dimension scale was used to investigate the satisfaction of residents and their family toward the long-term care institutions (Cronbach’s α=0.89). To maintain the objectivity of this study, the questionnaires were done through one-on-one face-to-face interview and let the respondents determine their answers. A total of 112 questionnaires investigating the personality traits of caregivers were completed and of which 109 questionnaires were valid (response rate 97.3%). And, a total 148 questionnaires investigating the satisfaction of residents and their family were completed and of which 142 questionnaires were valid (response rate 95.94%). The questionnaire survey was carried out from September 1 to November 30 2016. SPSS Statistic 20.0 was used to perform descriptive statistics analysis, independent-sample t test and one way analysis of variance on the data collected. Study Results In the Big Five personality traits of the investigated caregivers, the factor of neuroticism (p=0.05) as well as the factor of openness (p=0.04) showed significant difference. In the service satisfaction of the investigated residents and their family, the dimension of demand (p=0.04) as well the dimension of security (p=0.03) showed significant difference. There was correction between the job satisfaction of the caregivers and the satisfaction of the residents and their family toward the caregivers’ service. Conclusion There was correlation between the Big Five personality traits of the caregivers and the service satisfaction of the residents and their family. The better personality traits the caregivers had, the higher the service satisfaction the residents and their family had. In other words, the service quality of long-term care institutions was highly related to the personality traits of their caregivers. Keywords：caregiver, personality trait, resident relationship, long-term care institution.