노인요양시설의 돌봄 서비스에 대한 가족과 요양보호사의 인식 및 기대 비교 연구
A Comparative Study on Perceptions and Expectations of Families and Care Workers on Elder Care Services in Nursing Facilities
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본 연구에서는 현재 요양시설에 입소하여 생활하고 있는 노인의 가족과 요양시설에서 돌봄 업무를 수행하는 요양보호사에 대한 심층면접 결과를 가지고 돌봄 서비스에 대한 인식과 기대를 비교, 분석하였다. 노인 돌봄 서비스에는 가족적 특성과 전문적 특성이 혼재한다는 점에 주목하여 가족과 요양보호사의 돌봄 서비스에 대한 인식과 기대에서 두 특성이 어떻게 나타나는지를 중심으로 살펴보았다. 연구 결과 종사자와 가족 모두 노인 돌봄에 있어 ‘가족적 돌봄’을 이상적이고 바람직한 것으로 인식하였으나 그 기대와 인식의 내용은 차이가 있었다. 또한 전문적 돌봄에 대한 인식에서는 가족이 요양보호사보다 더 많은 기대를 나타내었으며 전문적 시설과 기술, 직업인으로서의 객관적이고 여유 있는 태도에 대한 기대를 나타낸 반면, 요양보호사는 보다 기능적이고 돌봄의 결과와 관련된 인식을 나타내었다. 현재 요양시설의 여건은 가족과 요양보호사가 생각하는 이상적인 돌봄을 실현하는데 많은 한계와 장애요인을 가진 것으로 나타났으며, 이는 장기요양보험제도, 요양보호사 자격제도와 처우 등 제도적 요인과도 관련이 있었다. 또한 요양보호사와 가족이 서로에 대해 상반된 기대와 요구를 나타내었으나, 서로 효과적으로 의사소통할 수 있는 방법과 기회가 미흡한 것으로 나타났다. 이에 따라 요양보호사 자격제도와 처우를 개선하는 한편, 요양시설 입소자 가족의 역할을 재정립하고, 가족과 요양보호사간의 협력관계를 구축하기 위해 체계적 의사소통 제도와 교육, 프로그램 및 지원이 필요하다는 점을 제언하였다.
Abstract
The study aims to compare perceptions and expectations of families of nursing home residents and care workers on elder care services. The analysis was focused on two contradictory characteristics of care - ‘family like’ and ‘professional’. The data were drawn from in depth interviews with 9 family members who had elderly relatives living in nursing facilities and 12 direct care workers working in diverse types of nursing facilities in Busan area. As the result of the study, the both parties showed idealization of family-like care although specific expectations were different each other. The family participants had higher expectations on professional care and their perceptions were concentrated on such elements as care techniques and equipments, therapies, programs, and professional attitudes, while the care workers perceived improvement in physical and psychological conditions more importantly. It was discovered that there was not proper systematic way of communication between them although the expectations of both parties did not accord with each other on the roles of families and professional workers in nursing facilities. Policy issues were also barriers of desirable elder care such as heavy work load, deteriorated work conditions, unprofessional labour, and qualification system of care workers. Suggestions were made to reflect the insights of the participants including improving work conditions of direct care workers, and establishing effective communication programs and providing mutual education opportunities for collaborative relationship between families and care workers.
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