居家服務品質與家庭滿意度之關聯性：以南投縣為例

詹弘廷

doi:10.6342/NTU.2013.01705

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居家服務品質與家庭滿意度之關聯性：以南投縣為例

Relationship between the Quality of Home Care and Family Satisfaction in Nantou County

詹弘廷 , Ph.D　　Advisor：丁志音;鄭守夏　　

繁體中文 DOI： 10.6342/NTU.2013.01705

居家服務；社會服務品質；家庭滿意度；使用者參與；以家庭為中心； home care ； quality of social care ； family satisfaction ； user engagement ； family- centered

Abstract │ Reference (158) │ Times Cited (1) │ Altmetrics

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Background: Under the support of the national “Ten-Year Plan for Long-term Care”, home care has become the fastest growing care service and its quality and outcomes have drawn considerable public interest. User engagement in the assessment and improvement of HCS (Home Care Service) is important. How HCS interacts with informal family support networks should be scrutinized. The establishment of a comprehensive family-centered care model which supports informal family support networks is of great concern, particularly in Chinese society.
 
Objectives: This study examined the impact of HCS quality on family satisfaction from the viewpoints of both users and their family caregivers. More specifically, this study aimed to (1) assess the perceived quality of HCS and its determinants; (2) examine the change in perceived family satisfaction before and after the use of HCS; and (3) analyze how perceived quality of HCS was associated with family satisfaction.

Methods: A total of 252 home care users and 243 caregivers living in Nantou County of central Taiwan were interviewed face-to-face interviewed at home from May 15, 2012 to October 7, 2012. The main instrument used for data collection was a structured questionnaire in which quality of HCS was measured by “Quality of Home Care Services Scale” constructed based on Donabedian’s structure-process-outcome framework, and family satisfaction was measured by Chinese version of “Family Satisfaction Scale” originally developed by Olson.
 
Results: The main findings included: (1) Perceived quality of the services was positively correlated with family satisfaction; (2) “Communication” and “politeness” were elements of HCS quality with concerned service users most, whereas their caregivers gave greater attention to “effectiveness” and “politeness” ; (3) Service users with intact family structures, independent sources of income, any formal education, and who were non-indigenous rated higher in their HCS quality; however, caregivers who were supported by the families of service users, took longer hours to provide daily care, and enjoyed better mental health status gave higher ratings.

Conclusions: In order to improve the quality of HCS, both care users and their caregivers’ viewpoints should be respected simultaneously. The first step to promoting the use of long-term care services is to increase the availability and accessibility of service-related information. To build a sustainable, integrated and coordinated system of long-term care services, individualized and family-centered approaches should be adopted.

Reference ( 158 ) 〈TOP〉

吳淑瓊、莊坤洋（2001）。〈在地老化：台灣二十一世紀長期照護的政策方向〉，《台灣衛誌》，20（3），192－201。
連結：
吳淑瓊(2003)。〈居家服務營運手冊〉。收錄於《建構長期照護體系先導計畫服務模式發展經驗系列叢書》。台北市：行政院社會福利推動委員會長期照護專案小組。
連結：
吳淑瓊、莊坤洋、陳亮汝（2004）。〈建構長期照護體系先導計畫：實驗社區介入前的照護需求與自付費用〉，《台灣衛誌》，23（3），209－220。
連結：
吳尚柔(2011)。《失能老人居家服務品質與生活品質關係之研究》。國立臺灣師範大學社會工作學研究所碩士論文。
連結：
周淑美(2007)。《南投縣居家服務品質探討服務使用者與提供者之觀點比較》。亞洲大學長期照護研究所碩士論文，台中。
連結：

Times Cited (1) 〈TOP〉

王育民(2018)。從知覺價值觀點探討影響顧客満意度及行為意圖之因素－以星巴克咖啡為例。淡江大學管理科學學系博士班學位論文。2018。1-108。

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