長照機構數位轉型對於人力資源管理的影響之研究

A Study of the Impact of Digital Transformation on Human Resources Management of Long-Term Care Institutions

隨著臺灣邁入高齡社會，工作年齡人口漸減，我國整體在職照顧服務人力亦不足以支撐照顧服務對象的需求，尤其住宿型長照機構的照顧服務人力更為短缺。本研究透過文獻分析及深度訪談住宿型服務長照機構（包含老人福利機構、護理之家、住宿式長照機構）的管理人員與照顧服務員，以瞭解國內長照機構導入數位科技應用時之勞動力轉型的挑戰與機會，進而提出可供採行之政策建議。
從35位（20位管理人員與15位照顧服務員）深度訪談的結果發現：首先，國內住宿型服務長照機構普遍數位化程度偏低，尤其是規模較小或歷史悠久的護理之家與老人福利機構；其次，導入數位科技有助於管理人員系統化產出符合機構評鑑需求的資料，且能及時掌握長照人員工作落實度與住民身體狀況；再者，導入數位科技未減少照顧服務員的照護工作負擔，但使用照顧系統有助於將紙本紀錄轉為電子化紀錄，有助提高工作效率。
對於政府促進住宿型服務長照機構數位轉型的人力資源運用，提出3項政策建議：1.為結合勞動部現行相關資源提供機構人員培訓，並精進課程師資、課程內容設計與授課方式；2.係辦理機構數位轉型成功案例的場域體驗與分享交流，並強化照顧服務員的專業形象；3.則是促進住宿型服務長照機構數位轉型之產官學合作方案。

Taiwan is heading toward a super-aged society with the increasing average age of dependants of each working individual. In the meantime, shortage of labor is severely evident in face of an increasing demand for long-term care services, especially in long-term care institutions. Through desk research and in-depth interviews with management team and resident care aides (including elderly welfare institutions, nursing homes and residential long-term care institutions), this research is aimed at understanding the trends and experience as well as challenges and opportunities of digitalization in long-term care institutions, and thereafter providing action-oriented policy recommendations.
Based on 35 interviews, including representatives from 20 senior managers and 15 resident care aides of long-term care institutions, three key findings are diagnosed: 1. Low penetration of digitalization in residential long-term care institutions, particularly old or small-scale nursing homes and elderly welfare institutitons. 2. Positive impact of digitalization on management, including compliance with government appraisal, supervision of resident care aides, instant tracking of elderly’s health conditions. 3. Higher efficiency for daily record and shifting work schedules for resident care aides, however, without much relief on their workload.
To facilitate digitalization in support of labor efficiency, there suggests the following policy directions: 1. well-uitlizing current training programs for long-term care aides, such as enhancing trainers, contents and formats of training, 2. organizing success case sharing on digital applications in the long-term care industry, enabling multi-facet communications, and 3. enforcing collaboration projects across industry, government and academia.