A Study on the Perceptions of Service Quality and Life Adaptation Exprerience among Elders who Live in Residential Care Facilities

[[abstract]]This study aims to explore the reasons behind the elders’ decision to move into the elderly care homes, and to understand the service quality experienced by the residents. Based upon the findings, this study suggests that care homes should meet the needs of their residents while providing services. A qualitative research methodology is adopted, applying in-depth interviews to 22 residents of one elderly care home which has been rated as an A Class in central Taiwan. The study finds that, according to the experiences of the elders, the elders’ deteriorating health conditions and infirmity are the major factors causing them moving into the care home. With regard to the moving decision, the elders’ voice has been largely absent, with others speaking for them. After moving into the care home, the residents have little idea about the role a social worker may play, indicating that social workers might not be in a key position to improve the care qualities, showing that they don’t have enough advocating power. On the whole, the care home residents are “contented with the position they are in” since they moved into the institution. They have been not dissatisfied with the quality of the services, which is not subjected to the market demand, but to the state’s regulations. With the residents and their families’ low expectations, and the institution’s limited capacities, the care home provides the lowest acceptable living standards for the residents. Apparently, without the voice from the consumers (the care home residents), a third party (such as a social support system) will be needed to intervene and to pressurize the institution, and to promote the quality of services. The institution’s dedication to services has certain impacts on consumers’ views on services. Despite the interviewees have no special opinion on the facilities, they have complaints on social workers and foreign caregivers. The person in charge of the institution should guarantee social workers a professional position, with it they can deliver individualized and appropriate services and speak for the elders. Provided that the elders live in comfort, with dignity, and in a safe place, the institutions’ management could be in a normal track. Based on this, the institution could establish its reputations and maintain the customers’ loyalty, letting the institution build on its competitive niches