Browse > Article
http://dx.doi.org/10.22156/CS4SMB.2022.12.05.150

Effectiveness of Evaluation for Visiting Care Service Institution: From the User's Point of View  

Cho, Han-Ra (Dept, of Social Welfare, Korea National University of Welfare)
Publication Information
Journal of Convergence for Information Technology / v.12, no.5, 2022 , pp. 150-158 More about this Journal
Abstract
The purpose of this study is to confirm the effectiveness of the evaluation of long-term care insurance visiting care service institutions for the elderly from the user's point of view. To this end, data from a survey of 266 users collected through allocation sampling by region(14 cities and counties) in Jeollabuk-do and public data from 47 institutions were combined and analyzed using a multi-layered model. The main research results are as follows. First, among the five evaluation areas, the higher the score in the 'Rights·Responsibility' area, which is to give users a sense of rights and respect users, the higher the service quality and satisfaction. Second, among the five evaluation areas, the 'Rights·Responsibility' area had an effect on loyalty. In addition, it was found that the 'Outcome' area for satisfaction with institutions and employees and changes in users had an effect on loyalty. Third, it was found that 'Institutional Management', 'Environment·Safety', 'Process' did not affect service quality, satisfaction, and loyalty. Based on these results, it is proposed to reorganize the evaluation scale that users can recognize and that is faithful to the purpose.
Keywords
Visiting Care Service; Evaluation; Long-Term Care; User's Point of View; Multi Level Model;
Citations & Related Records
연도 인용수 순위
  • Reference
1 C. H. Shin. (2012). A Study on the Factors Affecting Social Service Satisfaction Using Voucher - Focusing on the Community Social Investment Service -. Korean Journal of Social Welfare, 64(4), 137-161. DOI : 10.20970/kasw.2012.64.4.006   DOI
2 J. N. Lee. (2012). Analysis on Service Management of In-home Care Service Agency for the elderly: Focus on Structure-Process-Outcome Model. Journal of Korean social welfare administration, 14(4), 141-164. DOI : 10.22944/kswa.2012.14.4.006   DOI
3 H. R. Cho & Y. H. Yeo. (2018). Analysis of Influencing Factors of Customer Satisfaction and Intention of Follow-up Behavior among Elderly Care Service Users Utilizing Multi-level Model. Korean Journal of Gerontological Social Welfare. 73(1), 361-384. DOI : 10.21194/kjgsw.73.1.201803.361   DOI
4 T. Y. Maeng & Y. M. Shim. (2011). A Study on the Influence of the Welfare Service Quality for the Elderly and Customer's Satisfaction upon Intention of Re-use. Health and Social Welfare Review, 31(2), 180-205. DOI : 10.15709/hswr.2011.31.2.180   DOI
5 J. H. Park. (2011). Influences of Service Quality on Service Satisfaction in the Long-term Care Service at Home: Centered on Home Help Service. Social Welfare Policy, 38(1), 227-246. DOI : 10.15855/swp.2011.38.1.227   DOI
6 S. H. Kim. (2017). The Moderating Effect of Switching Barriers in the Relationship between Social Service Relationship Quality and Service Loyalty. Journal of Korean social welfare administration, 19(1), 171-198. DOI : 10.22944/kswa.2017.19.1.006   DOI
7 J. Y. Lee & M. J. Lee. (2011). A Qualitative Study on the Quality of Long-term Care Services Perceived by Care Service Managers: Concept, Barriers, and Evaluation. Journal of Welfere for the Aged, 53, 59-57. DOI : 10.21194/kjgsw..53.201109.27   DOI
8 C. Fornell. (1992), A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.   DOI
9 National Health Insurance Corporation. (2017). Results of Regular Evaluation of Long-Term Care Institutions in 2016.
10 H. R. Cho & Y. H. Yeo. (2018). The Mediation Effects of Choice on Relationship between Information Literacy and Quality of Elderly Care Service Users: Based on the "SERVPERF Model". Journal of the Korean Gerontological Society. 37(2), 385-398.
11 T. M. Song & J. Y. Song. (2013). Big Data Analysis Methodology: Focusing on Structural Equation Model and Multilayer Model. Hannara Academy.
12 M. M. Choi., J. Lim., S. Y. Kim & K. S. Kim. (2015). What did Social Workers Experience and What do They Want for the Evaluation System of Social Welfare Facilities?. Journal of Korean social welfare administration, 17(3), 1-26. DOI : 10.22944/kswa.2015.17.3.001   DOI
13 National Law Information Center. (n, d,). Long-Term Care Insurance Act for the Elderly (Online). https://www.law.go.kr
14 H. B. Cha & D. Sunwoo. (2013). Development Process and Future Improvement Issues of Long-Term Care Insurance for The Elderly. The Journal of Korearn Long-Term Care, 1(1), 8-30.
15 J. E. Yoo. (2017). How the Change in the Evaluation Policy Affects the Grade, Closure, and Reinstallation of Long-Term Care Facilities?. Health and Social Welfare Review, 37(4), 71-97. DOI : 10.15709/hswr.2017.37.4.71   DOI
16 KOSIS (2022). Statistics Korea (Online). https://kosis.kr
17 R. H. Binstock. (2007). Our Aging Societies: Ethical, Moral, and Policy Challenges. Journal of Alzheimer's Disease, 12(1), 3-9. DOI : 10.3233/JAD-2007-12102   DOI
18 L. Polivka. (2008). The Decisive Role of the States in Aging Policy. American Society on Aging, 32(3), 5-9.
19 M. Daly. (2002). Care as a Good For Social Policy. Journal of Social Policy, 37(2), 251-270. DOI : 10.1017/S0047279401006572   DOI
20 National Health Insurance Corporation. (2021). Plan for Regular Evaluation of Long-Term Care Institutions in 2021.
21 Y. J. Kim, Y. J. Kim & S. J. Lee. (2019). Verification of Effectiveness of Evaluation of Long-Term Care Institution. Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology. 9(5), 781-791. DOI : 10.35873/ajmahs.2019.9.5.072   DOI
22 J. S. Kim. (2010). An Efficiency Analysis of the Long-Term Care Facilities Using DEA Model. Baekseok University Christian Graduate School Ph.D. Thesis.
23 C. H. Kang & M. S. Jung. (2002). A Study on the Performance of the Human Service Organizations : An Analysis from the Perspective of Quality of Output. Korean Journal of social welfare. 48, 343-378.
24 C. H. Kang & Y. H. Hur. (2015). A Study of the Relationship between Human Resource Management & Financial Resource Management and Service Quality in Social Service Organizations. Korean Journal of social welfare, 67(4), 51-77. DOI : 10.20970/kasw.2015.67.4.003   DOI
25 T. W. Lee et al. (2012). Development of the Quality Indicators in Long Term Care Service. The Journal of Korean Nursing Administration Academic Society, 18(1), 106-117.   DOI
26 B. J. LEE. (2013). Performance Management and Evaluation of Community Welfare Agency's Social Services : What, Why, and How. Journal of Korean social welfare administration, 15(1), 197-221. DOI : 10.22944/kswa.2013.15.1.008   DOI
27 National Health Insurance Corporation. (2016). 2016 Visiting Care Institution Evaluation Manual.
28 S. J. Lee & Y. J. Kim. (2019). Development of Evaluation Index and Multi-layer Evaluation System for Quality Management of Elderly Long-term Care Institution. Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology. 9(11), 1015-1026 DOI : 10.35873/ajmahs.2019.9.11.091   DOI
29 J. A. Riggs. (2001). The health and long-term care policy challenges of Alzheimer's disease. Aging & Mental Health, 5(1), 138-145. DOI : 10.1080/713650013   DOI
30 T. S. Jun & K. H. Jun. (2013). A Study Perception on the Importance and Applicability of the Evaluation Indexes of Long-Term Care Institution Employees. Korea Care Management Research. 8, 43-74.
31 Y. Atsushi, Y. D. Kim, D. S. Lee & I. M. Hwang. (2015). A Comparative Study on the Changes of LTC Quality Measuring Indicators - focusing on US, UK and Japan. Journal of Korean social welfare administration, 17(2), 153-182. DOI : 10.22944/kswa.2015.17.2.006   DOI
32 R. D. Behn. (2003). Why Measure Performance? Different Purposes Require Different Measures. Public Administration Review, 63(5), 586-606.   DOI
33 Byford, Sarah, David & T. Sefton. (2003). Because it's worth it: a practical guide to conducting economic evaluations in the social welfare field, Joseph Rowntree Foundation.
34 A. Donabedian. (1988). The Quality of Care: How Can It Be Assessed?. Jama, 260(12), 1743-1748.   DOI
35 MEDI:GATE NEWS. (2020). As a Result of Evaluation of Home-Based Long-Term Care Institutions, Grades A and B Rose by 9.2%p. (Online). http://medigatenews.com/news/2010789810.
36 J. J. Cronin & S. A. Taylor. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing. 56(3), 55-68. DOI : 10.1177/002224299205600304   DOI