關懷據點餐飲服務執行者心理資本之探究

Abstract

醫療照護的進步，使得人類的壽命得以延長，台灣的社會福利政策走向長期照顧體系是有其必要性的需求。本研究旨在長期照顧體系下的社區關懷據點餐飲服務的執行者，在都會區為高齡者的餐飲服務需求上，由亞健康的高齡者邁向輕中度失智、失能的高關懷服務中，是憑藉何種的心理資本讓據點內的高齡者在生命的老年期階段依然能夠享有尊嚴與幸福的生活。本研究以都會區三位社區關懷照顧據點餐飲服務執行者為訪談對象，研究發現她們對據點的餐飲服務涵蓋高齡者的健康餐飲服務外，更積極的投入軟食技巧學習，對於照顧高齡者的吞嚥困難、生活習性轉化、據點的制度、人力運用上都必須投入精力學習與改變，她們能夠持續投入高齡者的餐飲服務，秉持的就是「積極的助人行為」與「感恩的價值信念」的心理資本。三位受訪者從服務中的經驗中感受到生命的意義涵括：1.學習增加自我能力，改變自己對老化觀念的迷思。2.拓展自己助人的格局，提升生命的廣度。3.積極尋找一群志同道合的好夥伴，繼續照顧高齡者。4.從照顧服務他人的境界中滋養出的生命意義；來增長累積自我的心理資本。三位受訪者的屬性不同，卻能在發心助人的特質上激發出不同的服務理念，她們皆認為正向的心理資本是支持他們提供餐飲服務的最佳力量，尤其在「自我效能」的歸因上，她們為高齡者的付出就像是為自己的父母盡孝，展現出無比的耐心與毅力，雖然老化帶來了無力感，但是多年來累積的心理資本使得他們在「樂觀」的歸因上仍能積極往前邁進。同時，在心理資本中呈現「積極」與「感恩」的共同特質，對她們在餐飲服務的服務過程中，處理困境及排除挫折感產生莫大的效用。本研究依據結論對政府部門及經營社區關懷據點餐飲服務的執行者提出建言，對於高齡者的飲食照顧除了中國傳統的孝道外，更需要心靈上的社會支持與關懷，儘管各種心理資本的累績、運用，確實是據點餐飲服務執行者的強力後盾；但是，關懷據點的工作繁細而緊湊，若能制定服務內涵流程，並按部就班的實踐，不僅能減輕工作量，更能漸次累積個人的心理資本。

Advances in healthcare have facilitated the extension of human life span. Therefore, it is essential and feasible for Taiwan to transition its social welfare policy towards a long-term care (LTC) system. This study focuses on catering service operators working at community care stations within the LTC system. Our objective was to gain insight into the psychological capital possessed by these operators while providing meals to the elderly in urban areas. These dedicated operators strive to ensure that the elderly at their stations experience a dignified and contented life during their old age, catering to various needs ranging from sub-healthy old age to high care services for mild to moderate dementia and disability.This study conducted interviews with three catering service operators at community care stations in the metropolitan area. The findings revealed that these operators have demonstrated proactive engagement in acquiring soft dietary skills, alongside providing nutritious meals to the elderly in their stations. Moreover, the study observed their commitment to learning and adapting to cater to the specific needs of the elderly, including addressing dysphagia, lifestyle adjustments, and optimizing manpower utilization at the stations. The driving force behind their unwavering dedication to the dietary service for the elderly lies in their possession of psychological capital, characterized by"positive helping behavior" and "the value of gratitude." This psychological capital empowers them to continue their compassionate service to the elderly with great enthusiasm and dedication. The meaning of life that the three interviewees derived from their service experience encompasses the following aspects: 1. Learning to enhance self-efficacy and challenging their preconceived notions about aging. 2. Broadening their perspective to provide assistance to others and enrich the scope of theirlives. 3. Actively seeking like-minded companions to sustain their commitment to caring for the elderly. 4. Finding profound meaning in life through nurturing and serving others. All of these elements contribute significantly to the development and accumulation of their psychological capital. The three interviewees possessed different attributes, yet they were able to generate distinct service concepts driven by their inclination to assist others. All of them firmly believed that positive psychological capital constituted the most potent force underpinning their provision of catering services. Particularly noteworthy was their sense of"self-efficacy," as they wholeheartedly devoted themselves to the elderly, treating them with the same filial respect as they would their own parents, and displaying remarkable levels of patience and perseverance. Despite the challenges of aging that might bring a sense of helplessness, their accumulated psychological capital enabled them to maintain an optimistic outlook and forge ahead with positivity. Moreover, the shared traits of "positivity" and "thankfulness" within their psychological capital proved immensely valuable in tackling obstacles and surmounting frustrations throughout the course of their catering service.Based on the research findings, this study presents recommendations for government departments and catering service operators working at community care stations. In addition to upholding the traditional Chinese value of filial piety, it is crucial to provide the elderly with not only food and drink care but also essential psychological support and care. Undoubtedly, the accumulation and utilization of diverse psychological resources serve as robust pillars for catering service operators at community care stations. However, due to the intricate and demanding nature of their work, developing a well-defined service process and implementing it methodically can not only alleviate their workload but also facilitate the gradual accumulation of personal psychological capital.