以系統思考探討長期照顧機構之服務品質與經營管理策略

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Title:	以系統思考探討長期照顧機構之服務品質與經營管理策略 Systems thinking of Service Quality and Managerial Strategies for Long-Term Care Institutions in Taiwan
Authors:	宋亮瑤
Contributors:	企業實務管理數位碩士在職專班
Keywords:	長期照護機構照顧服務員服務品質系統思考 systems thinking service quality long term care institutions care-giving workforce
Date:	2017
Issue Date:	2017-08-09 14:43:07 (UTC+8)
Abstract:	臺灣至106 年5 月之老化指數已達101.72 且老年人口數達3,139,397 人，根據衛福部的調查，每10 個老人就有1.6 人處於失能狀態，亦即需要長期照顧的長者已多於50 萬人。社會對長照機構產業未來發展有著殷切需求，且長照機構服務品質與口碑效應是影響顧客進駐意願的關鍵因素。與照顧長者密不可分的專業照顧服務員不足、照護需求卻日增是長照機構面臨最嚴峻之處境。　　本研究透過標竿機構專家訪談結果，以系統思考架構整理分析服務品質變數之間之交互作用，尋求變數改善及平衡點，探索提升服務品質管理對策，以及解決長照照護人力缺口方案。並藉由系統思考之成長上限與捨本逐末模型分析，試著提出長期照顧機構在硬體設備改善及輔具添購、產學合作及辦理創新完備之繼續教育、實施照顧服務員分級證照制度、減少外籍看護工聘用等以提升服務品質方案，與加強財務管理與成本效益評估等經營管理策略上的建議，期使長照系統之服務品質更完善。 The nation’s aging index has exceeded 100 for the first time in March 2017,and the number of people in Taiwan 65 and over is increasing to 3,139,397,highlighting the severity of the aging population problem. Among this older population, about 500,000 or 16 percent , reported having one or more disabilities. Future trends, especially the growth of the elderly population, are expected to affect significantly the provision of long-term care institutions. The institutions deal mainly with older people who need long-term care. They provide skilled nursing care, rehabilitation services, meals, activities, help with daily living, and supervision. 　　Quality of care in long term-care institutions is a major issue for which there is no simple solution. In this study, it explores the interference variables of service quality in long term-care institutions through semi-structured interviews with 5 different long term-care institutions managers , then four importance factors were identified. And systems thinking architectural analysis was used to identify relationships between the factors, service quality and satisfaction. 　　The models of shifting the burden feedback loop and the limits to growth feedback loop provide frameworks for the integration of service quality improvement strategies. And allow the managers make the decisions like update the construction equipment and assistive technology, strengthen the care-giving workforce, implement creative training course of elderly care , set up the hierarchical license system, reduce the foreign worker numbers in the institutions ,concern the cost-effectiveness analysis and balance sheet etc，to improve the service quality effectively.
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