居家服務督導功能與品質的現況研究-以屏東縣為例

A study of the quality of supervision functions and home care service in Pingtung County

林麗莉(Li-LI Lin)

指導教授 ： 張麗珠

國立屏東科技大學/人文暨社會科學院/社會工作系/碩士(2014年)

https://doi.org/10.6346/NPUST.2014.00247

摘要

因應快速增加的老年人口，社區化及在地老化已成為我國長期照顧政策的主軸，在政府推動「我國長期照顧十年計畫」中，以居家服務使用人數最多，服務品質也愈來愈受到重視。本研究以「使用者」的觀點出發，探討居家服務督導與品質的現況。
本研究是以屏東縣提供居家服務的照顧服務員與使用居家服務的服務使用者為研究對象，透過問卷調查瞭解督導功能與服務品質。本研究採立意取樣，督導功能問卷分為行政性功能、支持性功能與教育性功能等三個分量表，2013年9至10月，針對298位受訪者採集體施測方式蒐集資料，共取得253份有效問卷，有效問卷回收率為85%；服務品質問卷分為正向因素與負向因素二個部份，2013年7至9月，針對510位受訪者採一對一訪問調查蒐集資料，共取得493份有效問卷，，有效問卷回收率為97%。
研究結果顯示：（一）照顧服務員普遍對於督導功能的現況感到滿意，惟「教育性功能」中的「個別督導」題項似乎較為薄弱；（二）在「行政性功能」方面，照顧服務員感到最滿意的是督導會定期辦理居家服務員之考核、督導會協助提升居家服務員對機構的認同感、督導是居家服務員與服務單位及個案間的溝通橋樑；（三）在「支持性功能」方面，照顧服務員感到最滿意的是當遭遇危機事件向督導求助時，能獲得及時的回應；（四）在「教育性功能」方面，照顧服務員感到最滿意的是督導會要求照顧服務員遵守工作守則、提供在職訓練課程、提供職前訓練課程、強調工作倫理的重要性；（五）機構屬性會影響督導功能的發揮；（六）服務使用者對居家服務品質的感受，在正向因素部份以「她(他)的服務表現是具備一定程度的知識與技能」滿意度最高；「她(他)會再次詢問確認瞭解您的意思」最低；其餘皆界於滿意～普通之間；（七）服務使用者對居家服務品質的感受，在負向因素部份感到滿意，其中以照顧服務員能控制自己的情緒，不會有不好的臉色最滿意；（八）機構屬性會影響服務品質。

關鍵字

居家服務 ； 督導功能 ； 服務品質

並列摘要

In response to the rapid increase of the elderly population, community-based and aging-in-place have become a main shaft of the long-term care policies in Taiwan. Among all the services offered by "The Ten Year Long-Term Care Plan", home care service has the most users. The importance of service quality has received more and more attention. This study intends to explore the current conditions of the quality of supervision functions and home care service through users’ perspective.
For the quality of supervision functions, the participants are home care attendants. For the quality of home care service, the participants are home care service users. Purposive sampling was utilized. The quality of supervision functions questionnaire contains 3 subscales: administrative function, supportive function, and educational function. Data were collected from September through October, 2013. A total of 298 questionnaires were distributed, and 253 were collected. The response rate is 85%. The quality of home care service questionnaire contains 2 factors: positive factor and negative factor. Data were collected from July through September, 2013. A total of 510 questionnaires were distributed, and 493 were collected. The response rate is 97%.
Study results indicate: a.) Generally speaking, home care attendants are satisfied with the quality of supervision functions. However, the individual supervision seems to be weak compare to other items and functions; b.) Among all the items in the administrative function, the more satisfied items are “the supervisor would implement regular evaluations for home care attendants,” “the supervisor would help improve home care attendants’ identity,” and “the supervisor bridges the communication gaps between home care attendants, agency, and home care service users”; c.) Among all the items in the supportive function, the most satisfied item is “the supervisor would respond immediately shall a crisis occur”; d.) Among all the items in the educational function, the more satisfied items are the supervisor would “urge home care attendants keep the work ethics,” “provide on-site job training courses,” “provide pre-employment training courses,” and “stress the importance of the code of ethics”; e.) The attributes of an agency would affect its quality of supervision functions; f.) Among all the items in the positive factor, the most satisfied item is “the home care attendant performs with a certain level of knowledge and skills.” The least satisfied item is “the home care attendant would double check to make sure that s/he understands you correctly”; g.) Among all the items in the negative factor, the most satisfied item is “the home care attendant can control his/her emotions, no bad moods toward service users”; h.) The attributes of an agency would affect the quality of service.

並列關鍵字

home care service ； supervision functions ； service quality

參考文獻

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