以QFD評估老人看護服務品質

Using QFD to Assess the Quality for Elderly Care Services

韓慧林、王貴民、蔡贏緹、陳映如、陳思澐、宋秉浩
H. L. Hai, K. M. Wang, Y. T. Tsai, Y. R. Chen, H. Y. Chen and P. H. Song

實踐大學高雄校區 資訊管理系

摘要

  在老齡化日趨嚴重情境下,本研究之主要目的:(1)分析老人看護對個人、家庭與社會之需求;(2)在考量健康照顧、生活安排與經濟因素下,檢視不同老人居家看護與長照中心之決策方案;(3)檢視不同老人看護方案間之服務品質差異;(4)提供一套在適切服務品質下的評選老人看護之決策模式。提出一套結合QFD與AHP方法,建立與老人看護有關之重要指標,並透過腦力激盪與分析,期能有助於在未來之老人看護評選方案中,指出可改善家庭生活品質之方案。

關鍵字:老人看護、層級分析法、品質機能展開法。

ABSTRACT

In response to increased population aging situation, the main purposes of this study are: (1) to analyze the requirements of elderly care on individuals, families and society, (2) to review the decision-making alternatives in aspects of health care, living arrangement and economic factors among home cares for the elderly, and long-term care centers for the elderly (3) to examine the service quality lag between elderly care alternatives, (4) to propose feasible decision-making methods for the service quality of elderly cares. This paper proposes a combined QFD and AHP method to find out the most important relative elderly care services. Through brainstorming process and analyses, the recommendations we made might be helpful to re-enforce the quality service in terms of elderly care system that we anticipate it can improve the integral families quality.

Keywords: Elderly Care; Analytic Hierarchy Process (AHP); Quality Function Deployment (QFD)