人口的老化為近年來世界普遍的現象之一,我國也早已成為高齡化社會。同時也因社會變遷,老年人的居住型態改變,養老機構的需求比例逐年提升,政府應積極介入,並結合或引進民間資源進行養老機構的投資和參與。 本研究應用二維品質模式探討台北陽明老人公寓、台南長青公寓與高雄松鶴樓老人公寓不同區域的住宅品質,藉由魅力品質、線性品質、無差異品質、當然品質與反向品質的分類,並運用ANOVA得知其差異性以及重視度的分析,來辨識高齡者對品質屬性之實際涵義,最後再訪談高階經營者,以作為老人住宅業者改善服務品質之依據。 本研究發現,個案對品質要素充足及不充足的問項看法上有不同看法。藉由二維屬性歸類後,加強當然評價與魅力評價,可增其居民滿意度。在「機構提供清寒補助方面」方面,如要加入此項補助,必須先考慮到整體長者們的感受,再予以實行;「食材多樣化」方面,如能有供餐的服務,可增加滿意度;「服務或護理人員態度」方面,需聘請專業的護理或社工人員取代原本的替代役男;「住宅有良好的醫療設備」方面,如在住宅內有設置醫療設備,能增加居民的安定感;「專人陪同外出購物服務」方面,增加這項服務,可增其滿意度;「住宅位置交通便利」方面,會影響到高齡者是否願意入住;「政府提供相關補助」方面,如能有具體政策,是利多消息。另外根據受訪者重視度分析結果,北部受訪者較重視「服務態度」方面,南部受訪者較重視「環境與設施」方面,而且住宅內建議盡可能避免電腦化設施,以簡單化的設備為主,房間內避免裝設監視器,要以其他方式保障居民安全。 最後根據深入訪談的結果,經營者建議,將老人公寓、老人養護、老人住宅等名詞作統一的規範,並加以清楚的界定。更需制定一套人力配置標準,也可藉由政府的輔助與媒介,使有意願入住老人公寓的中低收入高齡者也可以入住老人公寓中,更可提升入住率。而台灣老人公寓走向「社區化」乃必然趨勢。
Population aging has become a global phenomenon in the recent years. Taiwan has also been a venerable aged society. The life styles of the elderly have changed due to the changes of society. The governments should encourage the private sectors to build senior housing to respond population aging in Taiwan. This research applies the Kano model to categorize service qualities of three senior housing: Yangming Senior Citizen Apartment, Tainan elder family and Senior Citizens' Apartments of Kaohsiung County. The service qualities have been categorized into attractive quality element, one-dimensional quality element, must-be quality element, indifferent quality element and reverse quality element. The results have summarized as follows: those elements which are “food diversification”, “adequate medical devices” and “shopping accompaniment” would enhance satisfaction. Professional nursing staff and social workers should be employed to care elderly. “Transportation convenience” and “government subsidy” would enhance the residential willingness. In addition, the residents in Yangming Senior Citizen Apartment give more weight on “servant manners” elements, and those in Tainan elder family and Senior Citizens' Apartments of Kaohsiung County prefer “environments and devices” to other elements. Finally, based on the results of depth interview, senior housing managers suggest that the definitions of “senior housing”, “senior apartment”, and “nursing home” need to be classified clearly. The authorities should work out relevant policy to mediate residential demand in senior housing. Moreover, community care might be a main stream for elderly care.
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