長照2.0雙塔工作溝通樣態：由A單位個案管理員視角看與照專溝通

The Work and Communication Mode Between the Two Tower of Long-Term Care 2.0 Program: The Communication Mode With Care Management From A’s Case Manager

「長期照顧十年計畫2.0」設立「A單位個案管理員」角色，期待與照顧管理專員合作，提供一站式、深入案家的整合性全人服務，其兩者間之工作關係可視為政策成敗的關鍵。本研究為質性、探索性研究，由A單位個案管理員立場出發，運用兩場焦點團體，初探其工作樣貌與照顧管理專員之溝通樣態，並提出促進雙方合作的建議。研究結果清晰呈現「做到流汗又『燒聲』的甘苦人生」、「各盡其所的同舟戰友」、「山不轉人轉，以成目的」、「限區聯訪，真誠友好」四個主概念與其下共14個從屬概念。A單位個案管理員與照顧管理專員係肩負現今長照政策協力的雙塔，若更加瞭解彼此之異同，藉溝通互惠、互利、互助，真正成為「跨公私部門的夥伴關係」，將是政策推展之最佳利器。

“Long-Term Care 2.0” has set up the role of “Unit A Case Manager”, and has looked forward to cooperating with care management specialists to provide one-stop, integrated and holistic services that go deep into the cases. The working relationship between the two was the key factor to the success of the policy. This study has started from the standpoint of the case manager of unit A, exploring his work appearance and communication status with the care management specialist, and has offered suggestions to promote cooperation between the two parties. This research was a qualitative and exploratory research, using two focus groups to conduct a preliminary exploration of issues related to personal management, allowing case managers in Unit A to actively interpret their own work status through small group interactions. The results of this study clearly presented the following four main shafts: “sweetness and bitterness work content of the A case manager”, “each attends to his own duties and help each other”, “reach one’s goal by insinuate”, and “promote communication and suggestions with care management specialists”. The study has proven the fact that the duties of developing long-term care policy rests on the shoulders of A’s case manager and care management specialist, the twin towers of the long-term care. Both the establishment of a mutually beneficial and helpful partnership and an effective two-way communication will be the best weapon for policy promotion.