| 摘要註: |
本研究以金門醫院收案之居家護理個案為研究對象,透過文獻收集及分析,以了解我國居家護理之發展及現況,再以訪談法、實地觀察法,小組討論法輔以兩種質性方法-人物誌及顧客旅程地圖蒐集資料,透過人物誌界定病患區隔及需求,最後再將所收集到的資料彙整並繪製成顧客旅程地圖,再與金門醫院目前的服務流程接觸點作比較,藉此找出應立即改善之處或是開發創新的服務。從人物誌的研究發現,應針對不同照顧之需求整合醫院內部之資源,包括不同科別之醫生、醫療用品販售空間及志工招募,外部之資源,包括轉介院外之機構及緊急通報系統之設置,給予協助,滿足照顧需求。從問卷分析及實地觀察的研究發現,1.在設備方面:應兼顧到大比例之外籍看護工需求,提供多語之指示標誌;2.在流程方面:透過事先提供簡單易懂的書面簡易說明書給家屬,讓後續之服務事項說明及實施,事半功倍;3.在人員方面:招集有志之外籍配偶擔任照護志工,協助語言溝通,及照護事項傳達。 In this study, the cases of home care in Kinmen Hospital are our research object. By doing literature review and analysis, we can realize the development and current status of home care in Taiwan. In-depth interview, field observation, group discussion and two qualitative methods-persona and customer journey map were adopted in this study to collect data. The way of persona is to define the segmentation and patients' demands, then integrate these data to conduct the customer journey map which, then, was compared with the current service process of Kinmen Hospital. By doing this, the services that should be immediately improved or be innovated can be explored. Findings from the research of persona showed that they should integrate the internal resources for the different needs of home care, including different divisions of doctors, medical supplies selling spaces, volunteer recruitment. The external resources include those referral institutions outside the hospital and the setting up of the emergency notification system. Assisting in these ways, they can satisfy the needs of home care. From the questionnaire analysis and the research of the field observation we could found the following results. First, in the aspect of equipment, they should offer the multi-language directional signs to meet the large proportion of foreign caregivers' requirement. Second, in the aspect of process, they should provide an instruction that easily understood for the family members In advance. Third, in the aspect of personnel, recruit the foreign spouse to be the care volunteers and assist in language communication. |