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Title: 居家式照顧服務使用者的服務輸送經驗
Other Titles: Experiences of home-care service users
Author(s): Pak, Michael Chui Man 
Tsui, Ming Sum 
Author(s): 王秀燕
Issue Date: 2016
Publisher: 台灣社會政策學會, 國立暨南國際大學
Journal: 社會政策與社會工作學刊 
Volume: 20
Issue: 1
Start page: 163
End page: 205

This study aims at understanding the dynamics between the home care service delivery system and the experiences of its users. By doing so, the authors tried to propose a design suitable for delivery systems, which may enhance quality of service and increase citizens' participation. Fourteen service users participated in in-depth qualitative interviews of this research. The results are as follows: (1) There are labels to service users, needs assessment is too rigid. (2) Based on their status, power, and roles, the users can be divided into four categories: double disadvantaged, those with gratitude, those who actively participated, and those being excluded by mainstream welfare information. (3) For the design of the service delivery system, users were ignorant of the policy-making and service type. (4) They experienced weak system link among various service projects. (5) Users showed gratitude to the service personnel, and lack of power in the development of service. Regarding service quality, it is inadequate in terms of responsiveness, appropriateness, user participation, providing service information, and service integration. This study recommends: (1) clients may be called 'service users'; service evaluation may be changed to 'integrated assessment model'. According to the research findings, design policy promotions in accordance with characteristics of different types of service users. (2) For the service delivery system, policy implementation should be coordinated among different districts, grasp the needs, expand service, value the collaboration among different service units, select and train professional manpower, and establish mechanisms for citizen's participation. (3) The six service quality indicators should be included to measure the influences and resultant changes of the service on the service users.
DOI: 10.6785/SPSW.201606_20(1).0005
CIHE Affiliated Publication: No
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