長期照顧機構志願服務品質與未來發展之探討

Volunteer Service Quality and Future Development of Long-term Care Institution

李承道(li ch'êng tao)

指導教授 ： 葉玲玲

亞洲大學/健康學院/長期照護研究所/碩士(2007年)

摘要

本研究主要為探討長期照顧機構志願服務品質與未來發展，分別以量性與質性方法探討長期照顧機構志工與住民之基本屬性及其對志願服務品質的感知、影響因素與差異，再經由訪問機構負責人，藉以瞭解未來長期照顧機構志願服務項目之發展，作為日後發展該業務時之參
考。服務品質係主要參考SERVQUAL 量表所製作的結構式問卷為工具，以中部地區某養護中心為個案來源，該機構之志工及住民為研究對象，所收集之資料以SPSS12.0 套裝軟體進行統計分析。本研究共收取68 名志工及46 名機構住民之資料。研究結果發現機構住民感知的服務品質受教育程度、婚姻狀況、日常生活功能及接受服務時數等變項影
響。志工服務品質感知問卷平均得84.67 分（標準差7.88 分），機構住民平均得90.22 分（標準差6.90 分），雙方於志願服務品質各面向感知的得分順序相同，依次為保證性、有形性、回應性、可靠性及同理性，且機構住民對志願服務品質的滿意度高於志工提供的服務品質。由本研究深入訪談資料發現，長期照顧機構服務人力普遍不足，機
構在營運壓力及欲提昇住民生活品質之雙重壓力下，對於運用志願服務人力之意願頗高。本研究亦發現可將機構需求志願服務的項目，依運用志工的過程大致歸納為三個階段，其趨勢為機構在運用志工初期，志願服務人力較少時，希望志工能提供如陪伴住民聊天、協助餵飯、帶領活動等直接服務項目；而在志工已服務很長的一段時間，志願服務人力充
足，所提供的服務皆能滿足機構院民之需求時，則會希望志工提供的服務能擴及如美化環境、門禁管理、導覽及招待等間接服務的項目。本研究建議機構如能依照本身需求，擬定計畫、召募、訓練，妥善運用志工，應能補充機構照顧人力之不足，讓住民之生活品質皆能達到機構負責人所期望的-像家一樣的感覺。

關鍵字

長期照顧機構、志願服務、服務品質

並列摘要

The purpose of this study is to investigate service quality and future development of volunteer workers in long-term care institutions. Quantitative and qualitative research methods are applied to examine the basic attributes of volunteer workers and residents in long-term care institution, and their perception of volunteer service quality and related factors. Through interview with the person in charge of the institution, we can better understand the development of volunteer services in long-term care institution for future development.
Referring to SERVQUAL scale, we created a structured questionnaire as a research tool for studying service quality. Cases came from a care center in Central Taiwan with the volunteer workers and residents in the institution as our research subjects. SPSS12.0 software is used for statistically analyzing the data we collected from 68 volunteer workers and 46 institutionalized residents. Research results show there are effects of several variables such as level of education, marriage status, daily life function and hours receiving service on the perception of institutionalized residents. The mean of volunteer service quality perception is 84.67 (with standard deviation of 7.88), the mean for the institutionalized residents is 90.22 (with standard deviation of 6.90). In terms of every aspects of volunteer service quality, both has the same order in score ranking as follows: guarantee, visibility, responsiveness, dependability, empathy; it shows their opinions are consistent and the institutionalized residents are more satisfied with the service quality than the perceived service quality by the volunteer workers. During the interview with institution director, we discovered that the staff is generally inadequate in long-term care institution. Under the pressures of operating a profitable business and promoting life quality of residents, there is fairly high demand for using volunteer service workers. We concluded there are three stages in the process of using volunteer workers according to the job description of volunteer service required in the institution. First, during the initial stage of volunteer work when the staff is inadequate, it is hoped that the volunteer workers can provide direct services such as chatting, feeding, leading the activity for the residents; when the volunteers have worked a long time and the staff is adequate, it is hoped that the volunteer workers can extend to the indirect services such as environment beautification, safeguard the entrance, give tour of the facility and reception. Finally, we recommend that the institution may need to plan, recruit, train and make good use of volunteer workers according to individual needs so that it can solve the problem of inadequate manpower in the institution, and the life
quality of residents can be improved and eventually they will feel as comfortable as at their own home.

並列關鍵字

long-term care institution, volunteer service, service quality

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