面對疑似失智者遭財務濫用的風險評估與因應行動：金融業臨櫃行員的調查研究

Risk assessment and actions taken if faced with financial abuse among people suspected of having dementia: a survey of bank tellers

目標：台灣人口的快速老化使得失智症相關議題備受重視。本研究探討台灣金融業臨櫃行員面對疑似失智的客戶在櫃台可能出現的狀況，以及行員後續會採取的行動。方法：研究第一部分透過開放式問卷對兩家金融機構蒐集臨櫃行員面對疑似失智客戶的經驗，將其回答歸納為客戶遭財務濫用的不同情境的案例；第二部分則以結構式問卷對第三家銀行其32間分行的臨櫃行員進行調查。使用多元線性迴歸及多元邏輯斯迴歸分析行員對臨櫃情境的風險評估分數、行動決策及其相關影響因素。結果：第二部分的分析共納入163份有效問卷，在控制其他變項後，顯示當行員評估客戶在該情境遭遇財務濫用的風險越高，選擇拒絕受理業務的機會也越高（勝算比OR~=2）。結論：本研究為台灣第一個探討失智友善金融的先驅研究，發現行員對於疑似失智客戶的財務風險評估與其業務的行動決策具高度相關性，建議銀行未來舉行失智友善金融相關教育訓練，增進行員對疑似失智的客戶遭不同類型的財務濫用的風險的認識。（台灣衛誌2024；43(5)：448-458）

Objectives: The rapid aging of Taiwan’s population has brought attention to issues related to dementia. This study explores the situations that bank tellers may encounter with customers suspected of having dementia and the subsequent decisions made by the tellers. Methods: Bank tellers from two financial institutions who had interacted with customers suspected of having dementia were surveyed using an open-ended questionnaire. The experiences of the tellers were categorized into various case scenarios involving potential financial abuse. Next, bank tellers across 32 branches of a third financial institution were surveyed using a structured questionnaire. Multiple linear regression and logistic regression analyses were employed to evaluate the bank tellers’risk assessment scores, decision-making processes, and other related risk factors. Results: A total of 163 valid responses to the structured questionnaire were obtained and included in the analysis. The results indicated that the financial abuse risk score is positively correlated with the probability a bank teller choosing to decline services. Conclusions: This is the first study in Taiwan to investigate dementia-friendly banking. This study found a high correlation between bank tellers’assessment of the financial risk of customers suspected of having dementia and their decision-making. We recommend that banks provide educational training on dementia-related issues to increase bank tellers’awareness of the risk of financial abuse among customers suspected with dementia. (Taiwan J Public Health. 2024;43(5):448-458)