優質居家照護(U-Care)服務品質指標建構之研究

A Study on the Construction of the Service Quality Indicators for the U-Care

蔡靜枝(Ching-Chih Tsai)

指導教授 ： 詹前隆

元智大學/資訊學院/資訊管理學系/碩士(2007年)

摘要

本研究旨在探討評估優質居家照護(U-Care)服務品質成效應考量的準則及適用評估指標。首先，利用文獻彙整與德爾菲專家問卷來架構出優質居家照護服務品質之初步評估指標，歸納出7個評估構面、29個照護服務者衡量的指標及38個被照護者衡量的指標，再利用層級分析法發現認為改善或提升其居家照護服務品質時須優先衡量的指標。在照護服務者方面：1.使用照護服務設備後，改善照護服務工作的環境2.照護服務者因服務設備（資訊科技產品）的輔佐，充實個人照護服務的知識3.使用照護服務設備時，有減少照護服務者於一般性工作上之人力的使用4.照護服務者能瞭解被照護者的個別需求5.照護服務機構提供服務者適當的教育訓練。而在被照護者方面：1.照護服務者能針對不同的被照護者提供個人化的服務2.照護服務者能瞭解被照護者的個別需求3.使用服務設備（資訊科技產品）後，提升了被照護者自我健康管理的功效4.被照護者遇到服務設備的操作困難時，照護服務者能提供協助5.使用服務設備（資訊科技產品）後，提升了被照護者照護品質。
本研究的結果發現學者及實際從事人員因研究與實際經驗的不同，對重視的層面而有所差異，照護服務者進行照護服務品質衡量時，學者並沒有明顯偏好集中某一構面的指標，而實際從事人員較注重效益性及關懷性的指標。本研究建議：1.利用研究結果進行實際施測後，能了解實際醫療科技輔助居家照護的成效情形，並針對照護服務設備、服務人員或機構提出改善計畫。2.應針對專家學者與使用者對優質居家照護服務品質認知進行分析比較，以便修正方向。3.提供個別化的照護服務，注重操作的設備及情緒照護，達到加強照護的服務品質。

關鍵字

優質居家照護 ； 服務品質 ； 指標 ； 德爾菲法 ； 層級分析法

並列摘要

The research aims to explore the criteria of assessing the service quality of U-Care and the applied assessment indicators. First of all, the research utilizes the reference resources and questionnaires with Delphi method to construct preliminary assessment Indicators for service quality of high-quality home care. It induces seven assessment constructs, twenty-nine assessment indicators of service provider and thirty-eight assessment indicators of care recipient. It further applies Analytic Hierarchy Process to find out the priority assessment indicators for improving or promoting the service quality of home care. There are five indicators to evaluate the impact of U-care technology to the service provider: 1. In the application of care facilities, the working environment of care service has been improved. 2. The guidance for service provider on service facilities (information technology products) can enhance individual knowledge of care service. 3. In application of care service facilities, it enables to cut down manpower at regular work. 4. Service provider can better understand the recipient’s personal need. 5. The care-service institution is capable of providing service provider with proper educational training. There are also five indicators to evaluate the impact of U-care technology to the care recipient: 1. The service provider is able to offer personal service to various recipients. 2. The service provider is able to understand the recipient’s individual need. 3. In application of service facilities (information technology products), it enables to increase the performance of the recipient’s self-health management. 4. When the recipient has difficulty in handling service facilities, the service provider is able to offer assistance. 5. In application of service facilities (information technology products), it enables to increase the quality of care for the recipient.
This study shows that there are differences of perceptions of importance between scholars and practitioners, while scholars have no particular preferences for indicators of a certain construct; the practical workers pay more attention to the indicators of effectiveness and caring. It is recommended：1.This study can be used to understand the effectiveness of home care assisted with medical care technology. In the other hand, it proposes an improvement plan for care service facilities, service workers or institutions. 2.Analysis the service quality cognition of U-care between the scholars and users for direction revision.3.Offering personal care service, emphasizing on facilities operate and emotional care to enhance the quality of care service.

並列關鍵字

U-Car ； ,Service Quality ； Indicators ； Delphi Method ； Analytic Hierarchy Process

參考文獻

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