Evaluation of Home Care Management by Consumer Satisfaction

Abstract

The purpose of this study was to examine effective method of care management in the long-term care insurance system through consumer evaluation of services provided by home care management. Subjects were 73 consumers who used home care services more than three months in home care users who agreed to participate the long-term care insurance simulation practice. As consumer evaluation, we developed a questionnaire to measure consumer satisfaction on home care services and conducted a self-report survey by mail. Internal consistency was high (Cronbach’s alpha coefficient of 0.943). The average of consumer satisfaction was 89.2 % ranging from 40 % to 100 %. As factor that consumer satisfaction, consumer’s age, care conference, consumer’s participation to care conference, and consumer’s confirmation of care plan had significant relations. These suggested that consumer and service provider can heighten consumer satisfaction by care management, by deepening mutual understanding and holding needs and objectives in common through care conference and confirmation of care plan.