Reseach on Service Quality and Quality of Life in Long-term Care Facilities for the Elderly-take Taipei County for Example
Date Issued
2005
Date
2005
Author(s)
Wang, Ching-Lan
DOI
zh-TW
Abstract
Purpose: There are 2,180,230 senile people in Taiwan, rating 9.6% of the general population. It has reached the 7% level of ageing society defined by World Health Organization of United Nation. We should pay attention to senile population. According to the accreditation for Senile Welfare Organization held by Taipei County Government Social Affairs Bureau in 2004, there were great differences in quality between Long term care facilities of different accreditation grade. Some of them were not registered or had few beds which still run in the community underground Some had bed count different from claimed one. The civilians who do not know the situation still use the facilities which are beyond custody. The quality and safety of these facilities are in doubt. This study would like to explore if there is difference between the care givers and dwellers or their families in perception of service quality, by evidence-based study and using questionnaire to find out the relationship between life quality and service quality. In the succeeding, we collect the viewpoints of the related personals, study every level of coverage, and the suggestions of the problems as a whole.
Materials and methods: In Long-term care facilities that are governed by the Long-term Care Management Center of Taipei County Government, including senior center, disability elder center, and nursing home, people above 65 years old with clear consciousness, communicability defined by nurses were studied. Service providers such as responsible persons in the facilities, nursing managers, social workers and etc represent another group for study. Cross-sectional study was done for 3 months from January 15th, 2005 to April 15th, 2005. Purposing sampling of 90 long-term care facilities with disseminating of 988 questionnaires. There are 571 questionn -aires came back. Response rate was 57.8%. We use Servqual constructional questionnaire ( 5 constructions, 22 items ) and WHOQOL-brief Taiwan version questionnaire.
Results: As a whole, in service quality, the mean of value judgment is high in service providers than the senile. The items valued highest by the senile include: the primness and cleanliness of service personnel and roommates, and safeties of services provided. The internal facilities and external leisure environment are in the second rank. In level of satisfaction, there is no significant difference between the two groups. The only item that shows significant difference is the schedule arrangement of interview personnel, while the service providers show greater satisfaction than the senile. The senile satisfied the most in the affability of service personnel, while the least in location of the facilities, traffic issue and visiting of families and friends.
In the evaluation of life quality, most of the items are at in the middle class , except the evaluations of “ enjoyment of life” and “enough money to deal with demand” are beyond the middle class.
When we analyze the demography data of the senile ( gender, age, education, religion, activity capability, pre-retirement job and self-care fees, 7 items), the activity capability and self-care fees show significant difference in valuing of service quality. In satisfaction of service quality the variables of education, religion, activity capability, pre-retirement job and self-care fees show significant difference. In life quality analysis, it shows significant difference in gender, religion, pre-retirement job and self-care fees, We suggest there should be customer relationship management which can reduce the difference between long-term care facilities to reach the goal of customer-centered perfect service quality system .
Subjects
長期照護機構
安養中心
Long- term care facilities
Senior center
Type
thesis