應用IPA模式分析居家照顧服務員的照顧品質
鄭鈞元
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中文摘要 我國長照2.0計畫的照顧服務方案中，居家照顧服務是需求量最大的服務項目。而居家照顧服務之潛在受益者包括服務使用者及其家庭照顧者，故在照顧品質評估時都應該包括此兩個層面。但，在探討照顧品質的相關研究上，多數都是以案主或服務使用者觀點針對被照顧者進行研究，因此，本研究將從家庭照顧者的觀點，採問卷調查的方式，探討高雄市家庭照顧者對居家照顧服務員照顧品質的重視程度及滿意程度，並利用重要性－表現分析法(IPA)進行分析。結果發現共有2項服務內容落入第Ⅳ象限的改善重點區，也藉此結果提出強化居服員專業知識及技能，以免降低對照顧品質及滿意度影響的建議。
關鍵字：居家照顧服務員、照顧品質、家庭照顧者、IPA模式、長照2.0
文章建立時間：2025-06-25
引用格式(APA)：
鄭鈞元(2025)。 應用IPA模式分析居家照顧服務員的照顧品質。
福祉科技與服務管理學刊， 13(1)， 1-21。
Applying IPA Model to Analysis the Care Quality of Home Care Attendants
Cheng, C.-Y.
English Abstract Among the care service plans of my country’s long-term care 2.0 plan, home care services are the most in demand services. The potential beneficiaries of home care services include service users and their family caregivers, so these two aspects should be included in the assessment of care quality. However, most of the related research on the quality of care is conducted on the cared for from the perspective of the client or service user. Therefore, this study will use a questionnaire survey to explore Kaohsiung City from the perspective of family caregivers. The degree to which family caregivers value and are satisfied with the care quality of home care attendants is analyzed using Importance-Performance Analysis (IPA). It was found that a total of 2 service contents fell into the key improvement area of Quadrant IV. Based on the results, suggestions were made to strengthen the professional knowledge and skills of residential service staff to avoid reducing the impact on care quality and satisfaction.Keywords：home care attendants, care of quality, family caregiver, IPA model, long-term care 2.0