Perceived Quality of Long-term Care Service Providers and Users toward the Long-term Care Management Centers.

• Main Authors: Chia-Chi Huang, 黃家祺
• Other Authors: Herng-Chia Chiu
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/92229135736571780898

碩士 === 高雄醫學大學 === 醫務管理學研究所 === 98 === Purpose There is a few of case studies from either the prospective of service or prospective of service provider to review the caring quality in domestic, not to mention an appropriate measuring scale to evaluate the real situation. As a result, the purpose of this study hopes to develop service quality instrument from the prospective of service user to explore the Long-term Care Management Centers around Kaohsiung City & County with related factors to make a referral on the basis of Long-term Care Management Centers. Method This study was part of cross-sectional study, which made use of questionnaire to measure satisfaction among Long-term Care Management Centers, whereas the research subject aims to four main service items in Kaohsiung City & County, such as resident care, home care, rehabilitation, and breaking time care, to provide those needed users. Based on service provider satisfaction questionnaire issued by U.S.A federal health insurance and benefits plans (MCPSS), the first research tool of this study is ready to offer satisfaction questionnaire, which includes 7 dimensions, such as counseling, communication, professional skill, and decision-making power; as for second research tool, it covers 9 dimensions, containing information transmission, accessibility and convenience, service quality of center, as well as effectiveness of the service cases. The research tool is made up of self-style structured questionnaire and reviewed by two rounds of expert validity along with domestic and foreign literature collection. After recycled questionnaire, it is necessary to conduct test of reliability and factor analysis process, comparing the difference with the dimension of expert validity. The effective sampling includes 170 people of long-term care service provider as well as 331 people of long-term care service users; the questionnaire reliability of Cronbach''s α value for was 0.952 and 0.927, respectively. Result The long-term service provider only gave the overall satisfaction score for 3.46±0.55, communication for 3.66±0.54, professional skill for 3.39±0.57, decision-making power for 3.76±0.63, transferred procedure for 3.53±0.69, administrative instruction for 3.55±0.58, paid subsidy for 3.15±0.71; There are significantly positive correlations among different dimension of service provider satisfaction, especially the dimension of communication (r=0.682,p<0.001), indicating that the higher score, the higher of overall satisfaction. On the other hand, the affecting factor of satisfaction includes service type, case quantity, and seniority factor, while the service type is subject to the affecting factor of decision-making factor. Meanwhile, the satisfaction level of home rehabilitation higher than that of home service satisfaction(OR=7.83，95%CI=1.23~49.95).The long-term service provider only gave the overall satisfaction score for 4.24±0.47, signaling for 3.71±0.53, accessibility and convenience for 4.18 ± 0.45, service center quality for 4.03 ± 0.54, case effective for 3.57 ± 0.50, the effective of family burden for 3.80±0.44, personnel service quality for 3.88 ± 0.76, expertise for 4.01 ± 0.51, interaction and attitude for 4.32 ± 0.49; there are significantly positive correlations among different dimension of service provider satisfaction. The dimension between overall satisfaction and professional skill has a middle positive correlation (r=0.638,p<0.001), while the highest positive correlation is between professional skill and attitude (r=0.684,p<0.001). Regarding the satisfaction factor of service users, the more strong predictor of perceived health, the worse for overall satisfaction (OR = 0.29,95% CI = 0.13 ~ 0.64), other factors includes the ADL degree of disability, physical or mental disability levels, the number of children, type of service, the professional personnel background and so on. Recommendation and Suggestion The two main research tools in this study are consistent and reliable, can be offered as a reference tool for assessing satisfaction for health department. This study found out that service provider is not very satisfied with the quality of Long-term Care Management Centers, especially the aspect of subsidy application, followed by professional skill of personnel; meanwhile, the service user has a higher evaluation for service quality of Long-term Care Management Centers, especially the interaction attitude of personnel, accessibility and convenience, whereas it is unsatisfied with messaging capabilities and professional skill of personnel. Whether it is service provider or service user, they all agreed that the caring personnel are needed to strengthen his professional capacity. The centers should also provide personnel with good educational training to promote long-term related caring information, enhancing the quality of service management center.