公私協力對服務品質之影響 -以臺北市立浩然敬老院為例-

Abstract

本研究以臺北市立浩然敬老院為個案研究，探討浩然敬老院自民國2014年開始照顧服務委外至今5年多，服務使用者(即院民)、內部工作人員對於委外人員的服務品質是否有改善或低落，行政人員管理契約所遭遇的困難及相關建議，欲達成研究目的為：壹、瞭解公私協力下勞務外包照服人員對照顧服務品質之影響。貳、機構住民、員工對勞務外包照服人員工作表現及服務品質之認同度。參、勞務外包對組織管理機制之影響。肆、提出公立老人社會福利機構使用勞務外包運用機制之建議。 以深度訪談方式針對臺北市立浩然敬老院目前委外工作中的照顧服務員業務相關人員為研究訪談範圍。研究對象包括一、臺北市立浩然敬老院照顧服務員契約委外的廠商經營者、主管、廠商派駐人員，4位。二、臺北市立浩然敬老院負責管理該業務之承辦主管，3位。三、臺北市立浩然敬老院院民6位。四、專家學者，3位。 針對研究發現予以政策建議：壹、長期機構及醫療所照顧服務員薪資福利應比照居家照顧服務員標準勞動保障，以改善長期照顧機構、醫療機構照顧服務員人員流動人力不足問題。貳、訂定「照顧服務人員法」。參、照顧服務人員應比照護理人員規定有執業登記制度。肆、開發行動應用程式，讓照顧服務人員不論在何處上下班都可以刷身分證條碼認證，以確實掌控其動向，避免有防疫漏洞。伍、政府或民間組織將照顧服務員人力公司及勞動合作社作服務分類做成資料庫平台以供查詢。

This study takes the Haoran Nursing Home in Taipei City as a case to explore whether the care quality has improved since Haoran began outsourcingits service provisions five years ago. The critical point lies in how the service recipients (ie Home residents) and the internal staff perceived the quality of services provided by the contractual partners,, as well as the difficulties encountered by the administrative personnel in monitoring the contracts. Research objectives are: 1. To understand the impact of outsourcing on the quality of care provision under public-private partnerships. Second, evaluation of the Home residents and employees towards the service provision and its quality of the consignee service personnel. 3. The impact of service outsourcing on the management in the organization (nursing home). 4. Policy suggestions with regard to the application of service outsourcing in public welfare institutions for the elderly. In-depth interviews are employed in research to understand the views of the caregiving staff about the current situation of service outsourcing in the Haoran Nursing Home. Informants include 1. Four persons from the contractual partner, including the companies’ managers, and their dispatched workers to the Taipei Haoran Nursing Home for the Elderly; 2. Major officials of the Haoran Nursing Home; 3. Six residnts of the Taipei Haoran Nursing Home; 4. Three experts and scholars in the field of elderly care. Final policy recommendations based on research findings are: 1. The payroll and fringe benefits of the care workers in the long-term care institutions and medical organizations should match the labor standard of the residential care workers. Only by doing, so can we tackle the problem of insufficient mobility of these care workers; 2. It is important to enact the 'Law of Care Service Personnel' to offer statutory protection; 3. Care workers in nursing homes should gain access to the occupational certification system equivalent to that applied to the nursing staff; 4. Development of a mobile App so that care workers can use their ID card barcode authentication no matter where they commute to and from the workplace. Especially during the Covid-19 pandemic, this is an important tool to monitor people’s movement and to avoid loopholes in pandemic prevention. Government and non--governmental organizations should work together to integrate the information of the care providing companies and labor cooperatives, collecting into a database platform for those potential users.