長期照顧社區整合型服務中心個案管理師對於「衛生福利部照顧服務管理資訊平臺」使用滿意度之調查研究

Please use this identifier to cite or link to this item: https://dyhuir.dyhu.edu.tw/ir/handle/987654321/1469

Title:	長期照顧社區整合型服務中心個案管理師對於「衛生福利部照顧服務管理資訊平臺」使用滿意度之調查研究
Other Titles:	A Study of the Satisfaction of Case Managers in Long-Term Care Community Integrated Service Centers with the Use of Long-Term Care Information Management System Platform
Authors:	郭寶珠
Contributors:	尤瑞崇
Keywords:	個案管理師;長期照顧服務管理;衛生福利部照顧服務管理資訊平臺;資訊系統成功模式理論;使用者滿意度;Case Managers;Long-Term Care Management;Ministry of Health and Welfare Long-Term Care Information Management System;Information Management System Success Model;Satisfaction
Date:	2024
Issue Date:	2024-08-28T06:01:56Z
Publisher:	德育學校財團法人德育護理健康學院;健康產業管理研究所
Abstract:	台灣人口快速老化，政府為因應高齡化對長照服務體系之衝擊，將過往之長照資訊服務進行整合，成為現今的「衛生福利部照顧服務管理資訊平臺」，藉以整合豐富多元之長照資源，以穩定持續提供長照服務。本研究以長期照顧服務由社區整合型服務中心個案管理師作為研究對象。研究目的旨在透過問卷調查的方式，探討其對於平臺之使用者滿意度，並以資訊系統成功模式作為評估其導入成效的依據，探討模式中各向度之間的關係。透過各項統計分析探討各向度之間的關係，並輔以問卷質性資料來討論長照服務個管師對於平臺之使用者滿意度和其他成功導入因素之間的關係。結果顯示：長照服務個管師對於平臺的使用者滿意度不佳，且有較差之系統品質（平均為2.88），資訊品質（平均為3.35）、服務品質（平均為3.18）和情緒勞務負荷（平均為2.74）皆有普通偏上之評值；相關分析指出使用者滿意度與系統品質、資訊品質和服務品質呈現高度正相關，與情緒勞務負荷呈低度負相關；路徑分析亦指出平臺使用者滿意度受到服務品質、系統品質、資訊品質的正向影響，以及情緒勞務負荷會受到系統品質和服務品質的負向影響。此外，本研究亦發現每週使用頻率較長和使用平臺經驗越豐富之長照服務個管師對於平臺之使用者滿意度顯著較低；問答題內容分析，亦指出平臺之系統品質有提供幫助有限、不穩定容易出現當機和缺乏保護機制等問題、資訊品質有平臺介面繁瑣，且其使用和各項更新皆未考量使用者需求、服務品質有平臺更新未參考第一線人員意見，經常將更新日期訂在長照服務個管師業務最繁忙之核銷時期，以及無法透過聯繫系統服務人員獲取有效幫助。由此可知，目前平臺未能符合長照服務個管師之使用者滿意度，建議改善平臺之資訊品質、系統品質，以及服務品質，來增加該平臺之使用效益。 Taiwan's population is rapidly aging, prompting the government to integrate previous long-term care information services into the current "Ministry of Health and Welfare Care Service Management Information Platform." This integration aims to consolidate diverse resources in long-term care to ensure stable and continuous service provision amidst the impact of aging. This study focuses on case managers from community-based integrated service centers in long-term care services. Through a questionnaire survey, the research investigates user satisfaction with the platform and evaluates the effectiveness of its implementation based on an information systems success model, exploring relationships among its dimensions. Statistical analyses examine relationships among dimensions, supplemented by qualitative data from the questionnaire to discuss the relationships between user satisfaction among case managers and other factors contributing to successful implementation. Results indicate dissatisfaction among case managers with the platform, with poor ratings for system quality (average of 2.88), information quality (average of 3.35), service quality (average of 3.18), and emotional labor burden (average of 2.74). Correlation analysis shows a strong positive relationship between user satisfaction and system quality, information quality, and service quality, while emotional labor burden exhibits a weak negative correlation. Path analysis further reveals that user satisfaction is positively influenced by service quality, system quality, and information quality, and negatively influenced by emotional labor burden. Additionally, the study finds significantly lower user satisfaction among case managers with higher weekly usage frequency and more platform experience. Qualitative analysis of open-ended responses highlights issues such as limited system support, instability leading to frequent crashes, lack of user-centered updates for information quality, and inconvenient timing of platform updates during peak operational periods. In conclusion, the current platform fails to meet the satisfaction of long-term care case managers. The study recommends improving information quality, system quality, and service quality of the platform to enhance its usability and effectiveness.
Appears in Collections:	[thesis] 112 thesis

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