Anderson Wayne L, Wiener Joshua M, Khatutsky Galina
RTI International, Research Triangle Park, NC 27709-2194, USA.
Health Care Financ Rev. 2006 Fall;28(1):87-101.
This study used a survey of older people and younger persons with disabilities who were receiving Medicaid-financed home and community-based services (HCBS) to assess the effect of workforce issues on consumer satisfaction. We found that recruitment problems had very strong negative and significant effects on consumer satisfaction. An interruption in service was a more important and significant indicator of consumer dissatisfaction than not having the same worker over time. We also found that problems with worker training and respect and treatment of consumers strongly and significantly affected satisfaction with paid care. Efforts to improve workforce issues are needed to improve the quality of care of these services.
本研究对接受医疗补助资助的家庭和社区基础服务（HCBS）的老年人和残疾年轻人进行了调查，以评估劳动力问题对消费者满意度的影响。我们发现，招聘问题对消费者满意度有非常强烈的负面影响且具有显著性。与随着时间推移没有同一位工作人员相比，服务中断是消费者不满的一个更重要且显著的指标。我们还发现，工作人员培训以及对消费者的尊重和待遇问题对有偿护理的满意度有强烈且显著的影响。需要努力改善劳动力问题，以提高这些服务的护理质量。
