比較照護人員與住民知覺關懷行為之滿意──以中部地區長期照護機構為例

Comparing the Satisfaction in Perceived Care Behavior Between Caregivers and Residents - A Case Study of Long-term Care Institutions in Central Taiwan

目的：旨在藉由差異分析比較照護人員與住民知覺關懷行為的期望程度與實際感受，來瞭解其滿意。方法：採用橫斷面研究法，以立意抽樣選取中部地區10家長期照護機構工作滿六個月以上之照護人員及入住一年以上之住民或其家屬，願意且簽署同意書者為研究對象。以結構式問卷分別發放照護人員及住民各300份問卷，共計有效回收分別為220份、247份。結果：照護人員在關懷行為重視程度四個構面：可近性、事先考慮、信賴、監測與追蹤平均數均高於住民，而解釋與增進、舒適平均數均低於住民，僅信賴達到顯著差異水準。照護人員在關懷行為實際程度六個構面平均數均高於住民，達到顯著差異水準。照護人員自評關懷行為實際程度表現頻率介於50％－80％；住民對照護人員關懷行為實際程度表現頻率少於20％。照護人員在關懷行為滿意依序為可近性、舒適、信賴、解釋與增進、監測與追蹤、事先考慮。住民在關懷行為滿意依序為事先考慮、信賴、監測與追蹤、可近性、舒適、解釋與增進。照護人員在關懷行為滿意高於住民。結論：照護人員及住民或其家屬在知覺關懷行為上有顯著差異，照護人員應根據雙方之間關懷行為觀點的這些差異在實踐中加以改善解決。

Purposes: This study aimed to compare the expected degree and actual feeling of perceived caring behavior between caregivers and residents through difference analysis to understand their satisfaction. Methods: A cross-sectional study method was adopted and research subjects who were willing to sign the consent form were selected by purposive sampling. Subjects included caregivers who worked for over six months as well as residents or their families who stayed for over a year in 10 long-term care institutions in central Taiwan. A total of 300 structured questionnaires were distributed to both caregivers and residents; 220 and 247 valid questionnaires were recovered from the caregivers and residents respectively. Results: Attention to caring behavior was analyzed using the following measures: ＂accessible＂, ＂explains and facilitates＂, ＂trusting relationship＂, ＂monitors and follows through＂, ＂anticipates＂, as well as ＂comforts＂. Mean values of ＂accessible＂, ＂anticipates＂, ＂trusting relationship＂, and ＂monitors and follows through＂ were higher in caregivers compared to that in residents, whereas, mean values of ＂explains and facilitates＂ as well as ＂comforts＂ were lower in caregivers compared to that in residents. However, a statistically significant difference was observed only in case of ＂trusting relationship＂. The mean values for all six measures for degree of caring behavior self-rated by caregivers were significantly higher compared to that rated by residents. The frequency of degree of caring behavior self-rated by the caregivers was between 50% and 80%, whereas that rated by the residents was less than 20%. The satisfaction of caregivers with caring behavior was in a descending order of ＂accessible＂, ＂comforts＂, ＂trusting relationship＂, ＂explains and facilitates＂, ＂monitors and follows through＂, and ＂anticipates＂, whereas in case of residents was in the descending order of ＂anticipates＂, ＂trusting relationship＂, ＂monitors and follows through＂, ＂accessible＂, ＂comforts＂, ＂explains and facilitates＂. Overall, caregivers were more satisfied with caring behavior compared to residents. Conclusions: The study identified significant differences in perceived caring behavior between caregivers and residents or their families. Therefore, caregivers should strive to minimize these differences in perceived caring behavior and improve satisfaction.