改善資訊系統以提升居家長照機構服務申報之時效性及滿意度
黃冠惟、陳怡如、陳妙言、楊曼華
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中文摘要 居家長照機構的收入主要來源是政府支付補助金，然而機構現行申報作業流程繁瑣耗時，若無法及時申報，可能會使機構面臨現金流不足的風險，同時申報行政作業也占用會機構寶貴的人力資源，降低工作滿意度。分析服務申報流程發現，排班系統與紙本服務紀錄並存使用衍伸的問題、服務申報作業反覆修改等，影響機構服務申報天數需4.83天、申報滿意度只有5.80分。本專案小組之解決辦法包括7項: (1)全面採用手機系統紀錄服務，取代紙本服務紀錄；(2)每週分次上傳服務紀錄，減少月底上傳量；(3)訓練居服員服務完應主動回報變更項目；(4)居服員之教育訓練；(5)督導每週檢查並修正服務紀錄；(6)每月15日、25日檢查排班是否超出計畫額度，若超出額度主動說明原因；(7)每月第三個工作日打電話通知尚未開額度的個管師。專案實施後，申報送件平均工作天數從4.83天降低為3.67天，督導及行政人員對於申報作業整體的滿意度為從5.80分提升為11.17分，達到專案目的。本專案改善排班系統並提出具體措施，持續改善作業流程，有效管理現金流並提升滿意度，有助於營造好的工作環境。
關鍵字：申報/核銷流程、長期照顧、資訊系統、居家機構
文章建立時間：2025-09-24
引用格式(APA)：
黃冠惟、陳怡如、陳妙言、楊曼華(2025)。 改善資訊系統以提升居家長照機構服務申報之時效性及滿意度。
福祉科技與服務管理學刊， 13(1)， 1-16。
Enhancing the Information System to Improve the Timeliness of Service Declaration in Home-Based Long-Term Care Institutions
HUANG, K.-W., CHEN, I.-J., CHEN, M.-Y., *YANG, M.-H.
English Abstract Home-based long-term care institutions primarily rely on government subsidies as their main source of revenue. However, the existing service declaration process is inefficient and time-consuming. The complexity of the current workflow increases the risk of delayed declarations, potentially leading to cash flow shortages. Additionally, the administrative burden associated with service declarations consumes significant human resources, reducing overall efficiency and job satisfaction.
An analysis of the service declaration process identified key challenges, including inefficiencies arising from the concurrent use of both a scheduling system and paper-based service records, as well as frequent modifications to submitted declarations. Consequently, the average processing time for service declarations was 4.83 days, while overall satisfaction with the process was rated at only 5.80 out of 15.
To address these inefficiencies, the project team implemented seven key measures: (1) full adoption of a mobile-based system for service documentation, eliminating paper records; (2) incremental submission of service records on a weekly basis to reduce end-of-month workload; (3) training in-home caregivers to proactively report service modifications immediately after service completion; (4) conducting regular training sessions for in-home caregivers to improve accuracy and compliance; (5) implementing weekly supervisor reviews and corrections of service records; (6) conducting bi-monthly verifications of service quotas, with proactive explanations for any discrepancies; and (7) initiating monthly follow-ups with case managers to ensure the timely activation of service quotas.
Following implementation, the average processing time for service declarations decreased from 4.83 days to 3.67 days. Additionally, overall satisfaction among supervisors and administrative staff significantly improved, increasing from 5.80 to 11.17. This project successfully optimized the scheduling system and introduced structured process improvements, enhancing operational efficiency, strengthening cash flow management, and fostering a more efficient and supportive working environment.Keywords：Service Declaration, Long-Term Care, Information System, Home-based long-term care institutions