台灣人口逐漸高齡化伴隨著家庭結構和社會變遷的影響，家庭照顧者已經無法只靠自己的能力來照顧家裡的高齡者。政府針對此問題實施了多項社會福利政策，也在長期照顧2.0政策中推動社區整體照顧模式來解決。長期照顧體系是綜合性醫療照護服務，政策強調其社區照顧的推動，其照顧等級、方式、服務內容、適當性及補助來源等面向複雜，經由正式的管理制度的協調整合，提供服務使用者及家庭照顧者連續性、適切性的服務。
然而，政策績效應該是從服務使用端，包括主要服務使用者及家庭照顧者來評估。因此，本研究之研究目的是從服務需求端(服務使用者及家庭照顧者)角度來評估長期照顧2.0政策之社區整體照顧模式。
本研究之研究方法採用問卷調查和焦點團體來收集相關資料，採取分層立意取樣來進行問卷調查，研究對象以南部四縣市通過社區整合照顧模式名單之機構為主，由服務單位來協助發放問卷進行資料收集，使用結構式問卷針對曾經使用或現正使用長照2.0服務需求端了解他們使用長照2.0服務的主要使用感受、服務滿意度；並了解服務需求端對於政策未來的期待與建議。本研究焦點團體共訪問了12位服務使用者及4位家庭照顧者；問卷總共回收了274份服務使用者問卷和218份家庭照顧者問卷，其中有177份問卷為完整問卷(同時有服務使用者和家庭照顧者問卷)。
研究結果發現：獨居或與配偶同住、使用兩項以上長照2.0服務項目的服務使用者，其服務滿意度較高；與被照顧者同住的家庭照顧者，其對政策的信心程度越高，最重要的是，同意長照2.0政策實施後可使用資源變多的服務使用者和家庭照顧者，其服務滿意度和對政策的信心程度都比較好。
本研究之研究結果希望能夠從服務使用者和家庭照顧者角度來提供政府在長期照顧2.0政策中對於社區整體照顧模式的現況感知以及建議，作為政策未來修正的參考。

Taiwan has become an aged society in 2018. The population aging is accompanied with a changing pattern of family structure and families can no longer easily uphold the responsibilities of taking care of their elderly relatives. To deal with this issue, the government has established the integrated care model in the community under long-term care 2.0 to enhance the service performance since 2016.
The study adopts the mixed method (including questionnaires and qualitative data collection) as the data collecting instruments. The purposive sampling method was used to identify 4 counties of southern Taiwan. In total, 274 service users and 218 family caregivers were interviewed and finished the questionnaires 12 service users and 4 family caregivers participated the focus group regarding their perspectives toward the service quality they use, service satisfaction and performance of the integrated care in the community.
The results found that those who used more than one service in long-term care policy 2.0 had statistically significant positive effects on client satisfaction and also those who living alone and with spouse only had higher service satisfaction. The family caregivers living with users had significant effects on level of confidence toward long-term care 2.0. In addition, the results indicated that the resources distribution had positive correlation with service satisfaction and the level of confidence of the users and family caregivers toward long-term care policy 2.0.
It is hoped that the results can provide evidence-based knowledge on the performance of the service delivery from the perspectives of service users and caregivers and can be useful about the future to promote the long-term care 2.0 service detail, to increase service diversified and directions of the government’s policy in terms of the development of integrated care in the community.

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