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Title: 居家服務照顧工作圈模式之探討
A preliminary study on the operation of home care service team
Authors: 王映媁
Wang , Ying-Wei
Lin , Yueh-Er
Chen , Jun-Rong
Cheng, Ching-Hsia
Contributors: 社會科學論叢
Keywords: 居家服務 ; 人力運用 ; 區域差異 ; 照顧工作圈 
Home care service ; Dispatch of human resource management ; Regional differences ; Care service circle
Date: 2019-12
Issue Date: 2020-11-11 11:47:22 (UTC+8)
Abstract: 研究源起與目的:居家服務是人與人面對面的服務,派案機制與服務管理是提高服務效率和品質的關鍵。嘉義基督教醫院居家服務個案涵蓋嘉義縣18個鄉鎮市,本文主要目的在於:(1)探討嘉基居服在城鄉差距、人力限制的影響下,如何將嘉義縣進行分類和規劃;(2)嘉基如何建立照顧工作圈模式輸送居家服務。研究方法:本研究透過相關次級資料、管理人員訪談以及參與式觀察的多方資料蒐集,探討嘉基居服因應不同地理環境、人文特色的工作圈服務模式。研究發現:(1)照顧工作圈範圍劃定主要考量三個因素:交通時間與距離、地區性服務總量和生活文化、居家服務員的工作需求、個性與專業能力。(2)照顧工作圈透過改善勞動環境促進居家服務員的留任,以及調整組織的人力管理和服務供給方式,促進服務輸送過程中的供給效率,增加勞動力的單位生產力。(3)不同地理環境和人文特性的空間差異影響照顧工作圈的運作情形。研究建議:針對中央政府建議服務輸送過程須因應各地區的差異,規劃不同地區特性的服務供給方式,包括山地離島地區的交通風險成本考量,並且將居家服務照顧工作圈的人力運用等精神進一步延伸至未來整合性服務規劃。其次,對於地方政府建議將服務單位的服務範圍集中化,並進行地區性照顧需求與供給資源盤點,以促進提供服務的效率。
Introduction: The dispatch mechanism and service management are the key to improving the efficiency and quality of home care service. Chiayi Christian Hospital provide home care services in 18 towns of Chiayi County. The main purpose of this study is exploring: (1) how to classify and plan to provide service in the area of Chiayi under the influence of urban-rural gap and workforce restrictions. (2) how to establish the model of care service circles to provide home care. Method: The research data were collected through a number of methods including relevant secondary information, the management interview and the participant observation. Results: (1) Three factors to determine the scope of the care service circles include traffic time and distance, quantity and culture of regional service, and job requirements, personality and professional ability of home care workers. (2) The care service circles promote the retention of home care workers by improving their working environment, improve efficiency in the service delivery process, and increase workforce productivity by adjusting the organization's service management approaches. (3) The operation of the care service circles is affected by different regions of the geographical environment and cultural characteristics. Recommendations: For central government, the study suggests planning different service delivery methods in response to regional differences, including costs of risk in traffic in mountainous area and offshore island. Moreover, the concept of home care service circles extends to future integrated service planning. For local government, it can centralize the service scope of the service organization and conduct regional care resource surveys in supply and demand.
Relation: 社會科學論叢, 13(2), 1-42
Data Type: article
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Appears in Collections:[社會科學論叢] 期刊論文

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