JP2004005282A - Equipment for evaluating satisfaction level of social work service - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To objectively and quantitatively evaluate user's and provider's satisfaction levels in care and social work service and to find proper improvements by clarifying factors causing the reduction in the satisfaction level. <P>SOLUTION: The correlation of the data on the user's and provider's satisfaction levels, the data on regional environmental factors and the attribute data of persons concerned (users, providers) is analyzed based on a group of data in the past social work service, the satisfaction level of the total social work service is calculated from the data on the user's and provider's satisfaction levels obtained day by day based on a rule system weighted by a degree of correlation, a result is evaluated, and items of the factors causing the reduction in the satisfaction level are displayed. <P>COPYRIGHT: (C)2004,JPO

Description

【００２０】
また、福祉サービス提供者全体の満足度を算出するための評価判定ルール式は、次の式（２）で表わされる。
【数２】

【００２１】
上記（１）、（２）式において、各重み係数（重み付け）は、満足度との相関度合いが高い程大きな値が、また、相関度合いが低い程小さな値が設定される。
【００２２】
ルール生成手段１１３は、生成された評価判定ルール式を満足度計算手段１１４へ送る。一方、データ入力手段１１１は、提供者端末２００や利用者端末３００あるいはアンケート調査等により日々入力されるサービス利用者・提供者のカレント満足度データ４を満足度計算手段１１４へ送る。
【００２３】
満足度計算手段１１４は、ルール生成手段１１３によって得られた評価判定ルール式に基づき、データ入力手段１１１からの日々取得されるサービス利用者・提供者のカレント満足度データ４から、福祉サービス利用者及び提供者全体の満足度をそれぞれ算出する。福祉サービス利用者全体の満足度は、各サービス利用者のカレント満足度データＳｋ（ｋ＝１〜ｎ）に対して、評価判定ルール式（１）を適用して算出する。また、福祉サービス提供者全体の満足度は、各サービス提供者（ｌ＝１〜ｎ）の各作業におれける満足度データＳｋ（ｋ＝１〜ｍ）に対して、評価判定ルール式（２）を適用して算出する。満足度算出手段１１４は、算出した福祉サービス利用者及び提供者全体の各満足度を評価判定手段１１５へ送る。
【００２４】
評価判定手段１１５は、満足度計算手段１１４で算出された福祉サービス利用者及び提供者全体の各満足度結果を評価し、評価判定ルール式のどの項目が全体の満足度を低減させているかを判別して、低減させているデータ項目を表示手段１１６に送り表示する。
【００２５】
評価判定ルール式の重み係数は、福祉サービスの種類によって異なり、相関度合いが高い程大きな値が、相関度合いが低い程小さな値が設定されるため、相関度合いが高いデータ項目の変動に対して全体の満足度の値は顕著に変動する。図３は、満足度計算手段１１４で算出される福祉サービス利用者及び提供者全体の各満足度結果の変動を折線グラフで表わしたものである。評価判定手段１１５では、このような変動に基づき、満足度が所定の閾値以下になった場合、どのデータ項目が要因となって満足度が低下したかを判別する。例えば、最も相関度合が高い（重み係数が高い）データ項目を判別する。そして、そのデータ項目を表示手段１１６を介してオペレータ（担当者）に明示し、サービス改善をアドバイスする。例えば、相関度合いから、高齢者の福祉サービス利用者に対しては、より熟練したサービス提供者（保健士等）が対応するようにアドバイスする。
【００２６】
以上、本発明の実施形態について説明したが、本発明はこれに限定されるものではない。例えば、ルール設定手段１１３においては、手動で介護福祉事業者独自に重み付けを行い分析を行う機能を付加してもよい。これにより、介護福祉事業者それぞれの特徴や福祉サービス提供手法や重点を置いて進めている福祉事業に着目して分析を行うことができる。また、評価判定手段１１５においては、介護福祉事業者独自の判定基準で評価判定条件（項目、閾値等）を変更するようにしてもよい。これにより、介護福祉事業者の事業規模等に合わせて評価判定し改善のポイント等の表示をさせることができる。
【００２７】
なお、図２で示したサーバ装置における各手段の一部もしくは全部の処理機能をコンピュータのプログラムで構成し、そのプログラムをコンピュータを用いて実行して本発明を実現することができることは言うまでもない。また、コンピュータでその処理機能を実現するためのプログラム、あるいは、コンピュータにその処理手順を実行させるためのプログラムを、そのコンピュータが読み取り可能な記録媒体、例えば、ＦＤや、ＭＯ、ＲＯＭ、メモリカード、ＣＤ、ＤＶＤ、リムーバブルディスクなどに記録して、保存したり、提供したりすることができるとともに、インターネット等のネットワークを通してそのプログラムを配布したりすることが可能である。
【００２８】
【発明の効果】
本発明に係わる福祉サービス満足度評価装置によれば、福祉サービスの評価を行う場合に、福祉サービスの満足度に関する評価を客観的かつ定量的に、さらにその要因を明確化し改善ポイントを見出すことができるため、福祉サービス提供者、福祉サービス利用者の両側面から満足度の高い福祉サービスを提供するための改善策を検討することができる。具体的には、環境要因による重み付けと、サービス提供者・利用者属性による重み付けの２種類の観点からで係数設定を行うことができるため、２つの観点から満足度改善策を検討することができる。
【図面の簡単な説明】
【図１】本発明の一実施形態に係わるシステム構成例を示すブロック図である。
【図２】本発明の一実施形態に係る福祉サービス満足度評価装置の主要部であるサーバ装置の機能ブロック図である。
【図３】福祉サービス利用者及び提供者の満足度の変動例を示すグラフである。
【符号の説明】
１００　福祉サービス満足度評価装置
１１０　サーバ装置
１１１　データ入力手段
１１２　データマイニング手段
１１３　ルール生成手段
１１４　満足度計算手段
１１５　評価判定手段
１１６　表示手段
１２０　提供者端末
１３０　利用者端末
１４０　ネットワーク[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a welfare service satisfaction evaluation device. For example, in a local government or a private care welfare business operator, when improving and maintaining the satisfaction of the welfare service in visiting care and facilities, etc. The present invention relates to a welfare service satisfaction evaluation device used for prompting a study for improvement by displaying factor data that hinders improvement and maintenance.
[0002]
[Prior art]
As society ages, more and more patients receive welfare services. In addition, as typically shown in the public long-term care insurance system introduced in April 2000 in Japan, the provision of welfare services should be based on "contracts" instead of conventional "measures". There is a movement of institutional reform. As a result of this system reform, welfare services will not be provided or provided based on the welfare plan of each local government as in the past, but will be prioritized in terms of both quantity and quality to the individual needs of each citizen. It was changed to the way to make it.
[0003]
Against the background of this social change, welfare service providers have introduced systems to support welfare service provision on the part of welfare service providers, and welfare service users have been working to improve the quality and efficiency of welfare services. Work improvement studies are being conducted by conducting work evaluations to conduct satisfaction surveys and operation surveys for service providers and welfare service providers.
[0004]
[Problems to be solved by the invention]
However, the conventional evaluation methods only determine the current status of welfare services at a certain timing and consider improvement measures, and are based on environmental factors that affect satisfaction and attribute information of welfare service providers and users. At present, no satisfaction evaluation method has been established to clarify specific points of improvement when the state of high satisfaction is ruled from the factors and the factor data acquired daily falls outside the rules.
[0005]
SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned conventional problems, and includes environmental factors such as the size of a city or the like and the gender composition ratio of a welfare service, a welfare service provider, and a welfare service. Analyzing the factors of satisfaction of welfare service users and providers from two viewpoints related to attributes such as gender and age of the user, making the factors of satisfaction into rules, and displaying factor data that does not meet the rules Accordingly, an object of the present invention is to provide a welfare service satisfaction evaluation device that can be easily used even by welfare personnel who do not know the statistical method and contributes to improvement and maintenance of welfare service satisfaction.
[0006]
[Means for Solving the Problems]
In order to achieve the above object, an invention according to claim 1 is an apparatus for evaluating the satisfaction of a welfare service user and a provider with respect to a welfare service. Means for storing data of satisfaction level data of the provider, environmental factor data of the area where the welfare service is used / provided, attribute data of the welfare service user and the provider, and a welfare service for the daily welfare service A means for inputting user and provider satisfaction data, and a correlation between the welfare service user and provider satisfaction data, the environmental factor data, and the attribute data, based on the stored data group for past welfare services. Means for analyzing a degree, means for weighting according to the analyzed degree of correlation to generate an evaluation decision rule formula, and Means for calculating the satisfaction of the entire welfare service from the satisfaction data of the welfare service user and the provider for the daily welfare service, and evaluating the calculated satisfaction to reduce the satisfaction. It is characterized by having means for judging the cause of the cause and means for displaying the result of the judgment.
[0007]
According to a second aspect of the present invention, in the welfare service satisfaction evaluation device according to the first aspect, the weighting based on environmental factors and the weighting based on attributes of the welfare service user and the provider are performed for each of the analyzed degrees of correlation. To generate an evaluation determination rule expression.
[0008]
According to a third aspect of the present invention, in the welfare service satisfaction evaluation device according to the first or second aspect, the evaluation determination rule expression is an evaluation determination rule expression for calculating the satisfaction of the entire welfare service user. An evaluation determination rule formula for calculating the degree of satisfaction of the entire welfare service provider is generated.
[0009]
According to a fourth aspect of the present invention, in the welfare service satisfaction evaluation apparatus according to the third aspect, each satisfaction level of the welfare service user and the entire provider is calculated based on the two evaluation determination rule expressions. It is characterized by being evaluated.
[0010]
In the present invention, according to the welfare service evaluation system, a satisfaction factor is clarified from a plurality of data related to the welfare service, and a weighting factor is set for each factor data according to the degree of association to generate an evaluation determination rule formula. . After the generation of the evaluation decision rule formula, the degree of satisfaction is determined from the evaluation decision rule formula, and data that is a factor for reducing the satisfaction level is displayed based on the fluctuation of the satisfaction value due to the fluctuation of the factor data value acquired every day. It is possible to encourage consideration.
[0011]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 shows an example of the overall system configuration according to an embodiment of the present invention. In FIG. 1, reference numeral 100 denotes a welfare service satisfaction evaluation device, 200 denotes a welfare service provider terminal, 300 denotes a welfare service user terminal, and 400 denotes a wide LAN, a public line network (telephone network, ISDN, etc.) for connecting these. Network. The welfare service satisfaction evaluation device 100 includes a server device 110 and a database 120, and is installed in, for example, a department that administers a welfare service of a local government, a center of a private care welfare company, or the like. The provider terminal 200 is a personal computer installed in a care and welfare service facility, a mobile terminal owned by a welfare service provider, or the like. The user terminal 300 is a personal computer at a welfare service user's house or the like.
[0012]
The welfare service provider inputs welfare service work items, satisfaction data, and the like using the provider terminal 200 when the welfare service is performed in a facility or at a visit. At this time, if necessary, the attribute data of the welfare service provider is also input. Similarly, a welfare service user or his / her family inputs satisfaction data, attribute data, and the like from the user terminal 300 when receiving the welfare service. In addition, the satisfaction data of the welfare service user may be obtained by, for example, a person in charge of a local government or a private care welfare company through a questionnaire survey by telephone or mail (for example, mailing a questionnaire).
[0013]
The database 120 of the welfare service satisfaction evaluation device 100 includes the satisfaction data of the welfare service user, the satisfaction data of the welfare service provider, and the use of the welfare service for the past welfare services in the nursing care service facility or visiting care. Attribute data (gender, age, etc.) and welfare service provider attribute data (gender, age, occupational background, PC background, etc.), and environmental factor data (city, etc.) Many data groups of size, gender composition ratio, age composition, etc.) are accumulated. Among these, the satisfaction data of the welfare service user and the provider can be collected and input by the provider terminal 200, the user terminal 300, or a questionnaire survey. The environmental factor data is generally known and can be directly input by a person in charge of a care and welfare business operator (operator). As for attribute data of welfare service users and providers, known data may be directly input by the operator, but unknown data may be obtained from provider terminal 200, user terminal 300, or a questionnaire as in the case of satisfaction data. Collect and enter. The number of data groups stored in the database 120 is preferably as large as possible.
[0014]
The server device 110 is a host computer itself, and based on a data group stored in the database 120, satisfaction data of a welfare service user and a provider, local environmental factor data, and a party (welfare service use). (Provider and provider), and generates an evaluation determination rule weighted according to the degree of correlation and used to calculate objective satisfaction. Then, the server device 110 acquires the satisfaction data of the welfare service user and the provider daily through the provider terminal 200 and the user terminal 300 or the questionnaire survey, and calculates the satisfaction of the whole welfare service based on the evaluation determination rule. Then, by evaluating the result and displaying factors or the like for reducing the degree of satisfaction, the care and welfare business operator is encouraged to consider the service improvement. Hereinafter, functions and operations of the server device 110 will be described in detail.
[0015]
FIG. 2 shows a functional block diagram according to an embodiment of the server device 110 which is a main part of the welfare service satisfaction evaluation device 100. The server device 110 includes a data input unit 111, a data mining unit 112, a rule generation unit 113, a satisfaction degree calculation unit 114, an evaluation determination unit 115, and a display unit 116.
[0016]
The data input unit 111 includes a number of sets of welfare service provider / user satisfaction data 1, local environmental factor data 2, and attributes of welfare service users / providers stored in the database 120. Data 3 is read and input to data mining means 112. Note that the data mining unit 112 may directly read the data of the database 120.
[0017]
The data mining means 112 is based on a large number of sets of the welfare service provider / user satisfaction data 1, the environmental factor data 2, and the welfare service user / provider attribute data 3 on the input past welfare services. , The degree of correlation between the satisfaction data of welfare service providers and users and the environmental factor data (correlation), and the satisfaction data of welfare service providers and users and the attributes of welfare service users and providers (parties) The data is analyzed for the degree of correlation (correlation), and the analyzed degree of correlation is sent to the rule generation unit 113. For example, in the case of environmental factors, it is expected that the degree of correlation between the gender composition ratio and the degree of satisfaction in the service providing area is low, and the degree of correlation between the age structure and the degree of satisfaction is high. In the case of attributes, it is expected that the degree of correlation between the sex and occupational history of the provider and the satisfaction of the user will be high. Since data mining itself is well known, detailed description is omitted, but the advantage of the data mining method is that unexpected correlations can be found.
[0018]
The rule generation unit 113 calculates a weighting factor (weighting) based on environmental factors, attributes, and the like based on the degree of correlation analyzed by the data mining unit 112, and calculates an objective satisfaction level of the entire welfare service. Generates an evaluation decision rule expression for. Two evaluation calculation rule expressions are obtained, one for calculating the satisfaction of the whole welfare service user and the other for calculating the satisfaction of the whole welfare service provider.
[0019]
For example, an evaluation determination rule formula for calculating the satisfaction of the whole welfare service user is represented by the following formula (1).
(Equation 1)

[0020]
An evaluation determination rule formula for calculating the satisfaction of the entire welfare service provider is expressed by the following formula (2).
(Equation 2)

[0021]
In the above equations (1) and (2), each weight coefficient (weight) is set to a larger value as the degree of correlation with the degree of satisfaction is higher, and a smaller value as the degree of correlation is lower.
[0022]
The rule generation unit 113 sends the generated evaluation determination rule formula to the satisfaction calculation unit 114. On the other hand, the data input unit 111 sends the service user / provider current satisfaction data 4 inputted daily by the provider terminal 200 or the user terminal 300 or a questionnaire survey to the satisfaction calculation unit 114.
[0023]
The satisfaction calculating means 114 calculates the welfare service user from the current satisfaction data 4 of the service user / provider obtained daily from the data input means 111 based on the evaluation judgment rule formula obtained by the rule generating means 113. And the satisfaction of the entire provider is calculated. The satisfaction of the whole welfare service user is calculated by applying the evaluation determination rule formula (1) to the current satisfaction data Sk (k = 1 to n) of each service user. In addition, the satisfaction of the whole welfare service provider is obtained by evaluating the satisfaction determination data Sk (k = 1 to m) in each work of each service provider (l = 1 to n) with the evaluation determination rule formula (2). ) Is applied to calculate. The satisfaction degree calculation means 114 sends the calculated satisfaction degree of the welfare service user and the entire provider to the evaluation determination means 115.
[0024]
The evaluation determining means 115 evaluates each satisfaction result of the welfare service user and the entire provider calculated by the satisfaction calculating means 114, and determines which item of the evaluation determination rule formula reduces the overall satisfaction. After the determination, the reduced data item is sent to the display means 116 for display.
[0025]
The weighting factor of the evaluation rule formula differs depending on the type of welfare service. A larger value is set as the degree of correlation is higher, and a smaller value is set as the degree of correlation is lower. The value of the degree of satisfaction varies significantly. FIG. 3 is a line graph showing the variation of each satisfaction result of the welfare service user and the entire provider calculated by the satisfaction calculation means 114. The evaluation determining means 115 determines, based on such a change, which data item has caused the satisfaction degree to decrease when the satisfaction degree falls below a predetermined threshold value. For example, a data item having the highest correlation degree (higher weight coefficient) is determined. Then, the data item is clearly indicated to the operator (person in charge) via the display means 116, and the service improvement is advised. For example, based on the degree of correlation, advice is given to elderly welfare service users so that more skilled service providers (such as public health nurses) respond.
[0026]
As described above, the embodiments of the present invention have been described, but the present invention is not limited thereto. For example, the rule setting means 113 may add a function of performing weighting and analysis manually by the care welfare business operator. As a result, the analysis can be performed by focusing on the characteristics of each care and welfare service provider, the method of providing welfare services, and the welfare services that are being promoted with emphasis. In addition, the evaluation judging means 115 may change the evaluation judging condition (item, threshold value, etc.) based on a judgment standard unique to the care welfare business operator. As a result, evaluation and determination can be made in accordance with the business scale and the like of the care welfare business operator, and points such as improvement points can be displayed.
[0027]
It goes without saying that part or all of the processing functions of each means in the server device shown in FIG. 2 can be configured by a computer program, and the program can be executed using a computer to realize the present invention. In addition, a program for realizing the processing function by the computer or a program for causing the computer to execute the processing procedure is stored in a computer-readable recording medium such as an FD, an MO, a ROM, a memory card, The program can be recorded on a CD, a DVD, a removable disk, or the like, stored and provided, and the program can be distributed through a network such as the Internet.
[0028]
【The invention's effect】
ADVANTAGE OF THE INVENTION According to the welfare service satisfaction evaluation apparatus concerning this invention, when evaluating a welfare service, the evaluation regarding the satisfaction of a welfare service can be objectively and quantitatively, further clarify the factor, and find an improvement point. Therefore, it is possible to consider improvement measures for providing a welfare service with high satisfaction from both sides of the welfare service provider and the welfare service user. More specifically, since the coefficient can be set from two viewpoints: weighting based on environmental factors and weighting based on service provider / user attributes, a measure for improving satisfaction can be examined from two viewpoints. .
[Brief description of the drawings]
FIG. 1 is a block diagram illustrating a system configuration example according to an embodiment of the present invention.
FIG. 2 is a functional block diagram of a server device which is a main part of the welfare service satisfaction evaluation device according to one embodiment of the present invention.
FIG. 3 is a graph showing an example of a change in the degree of satisfaction of a welfare service user and a provider.
[Explanation of symbols]
100 welfare service satisfaction evaluation device 110 server device 111 data input means 112 data mining means 113 rule generation means 114 satisfaction calculation means 115 evaluation determination means 116 display means 120 provider terminal 130 user terminal 140 network

Claims (4)

An apparatus for evaluating the satisfaction of a welfare service user and a provider for a welfare service,
Means for storing satisfaction data of welfare service users and providers with respect to past welfare services, environmental factor data of the area where welfare services are used / provided, and attribute data of welfare service users and providers When,
Means for inputting satisfaction data of welfare service users and providers for daily welfare services;
Means for analyzing the degree of correlation between welfare service user and provider satisfaction data, environmental factor data, and attribute data by the accumulated data group for past welfare services;
Means for generating an evaluation determination rule formula by weighting according to the analyzed degree of correlation,
Means for calculating the satisfaction of the entire welfare service from the satisfaction data of the welfare service user and the provider for the daily welfare service based on the evaluation determination rule formula;
Means for evaluating the calculated degree of satisfaction and determining a factor reducing the degree of satisfaction;
Means for displaying the result of the determination. The welfare service satisfaction evaluation device according to claim 1,
A welfare service satisfaction evaluation device, wherein an evaluation determination rule formula is generated by performing weighting based on environmental factors and weighting based on attributes of a welfare service user and a provider for each analyzed degree of correlation. The welfare service satisfaction evaluation device according to claim 1 or 2,
The evaluation determination rule formula generates an evaluation determination rule formula for calculating the satisfaction of the whole welfare service user and an evaluation determination rule formula for calculating the satisfaction of the whole welfare service provider. Welfare service satisfaction evaluation device. The welfare service satisfaction evaluation device according to claim 3,
A welfare service satisfaction evaluation device characterized by calculating each satisfaction of the welfare service user and the entire provider based on the two evaluation judgment rule expressions, and evaluating each of them.

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