以QFD評估老人看護服務品質與決策

在老齡化日趨嚴重情境下，本研究之主要目的：（1）分析老人看護對個人、家庭與社會之需求；（2）在考量健康照顧、生活安排與經濟因素下，檢視不同老人居家看護與長照中心之決策方案；（3）檢視不同老人看護方案間之服務品質差異；（4）提供一套在適切服務品質下的評選老人看護之決策模式。提出一套結合QFD與AHP方法，建立與老人看護有關之重要指標，並透過腦力激盪與分析，期能有助於在未來之老人看護評選方案中，找出可改善家庭生活品質之方案。

關鍵字

老人看護；層級分析法；品質機能展開法

並列摘要

In response to increased population aging situation, the main purposes of this study are: (1) to analyze the requirements of elderly care on individuals, families and society, (2) to review the decision-making alternatives in aspects of health care, living arrangement and economic factors among home cares for the elderly, and long-term care centers for the elderly (3) to examine the service quality lag between elderly care alternatives, (4) to propose feasible decision-making methods for the service quality of elderly cares. This paper proposes a combined QFD and AHP method to find out the most important relative elderly care services. Through brainstorming process and analyses, the recommendations we made might be helpful to re-enforce the quality service in terms of elderly care system that we anticipate it can improve the integral families quality.