摘要
一、台灣地區人口統計資料顯示，我國正式邁入高齡化社會的階段，其成長速度極為快速，顯示出台灣人口老化的問題有愈來愈嚴重的趨勢。有鑑於人口結構高齡化、少子化之趨勢，現代人飲食與生活型態改變，以致各種慢性病衍生且有年輕化的趨勢。在少子化及核心家庭日益普遍情形下，照顧者的壓力增大，衍生出機構式的照護需求。
二、本研究對象採立意取樣，對象為目前居住於台南地區民眾共發問卷480份，有效樣本回收350份問卷。回收率回72%，問卷經過修正，信度a係數在0.95以上。
三、一般民眾對專業服務能力之的期望，以巡視狀況、主動關心、衛生清潔等佔前三位，服務品質以病人利益、病人情況危急的危機處理、硬體設施、值得信賴等佔最多；在服務品質方面建議照護機構要有危機處理的標準作業程序；在專業服務能力方面，應該加強的方向為設立無障礙設施、員工整潔服裝，並加強員工的專業醫療知識。在專業醫療知識方面可以用相關軟硬體（電腦）輔助，配合員工教育訓練，以提升專業知識。
四、照護機構應加強品質資訊透明化，使有需求的民眾能經由適當的管道了解照護機構的品質，並依其需求選擇合適的照護機構，政府、業者與家屬應該共同建構出周全的照護模式以符合一般民眾照護的未來需求。

1.According to the statistics of Taiwan population, our country has officially stepped into the stage of senile society; and it’s growing extremely fast, manifesting that the problem of the aging of Taiwan population is getting worse. With the increasing tendency of society ageing and fewer ewborns, and also with the change of diet habits and lifestyles of modern life, the occurrences of chronic diseases are more prevalent than ever before, and onset at a much younger ages. Because of fewer newborns and smaller amilies, the burdens on those taking care of the elderly grow severely. So the need for institutions taking care of the elderlies grows tremendously.
2.Our study was through the sampling. We sent out 480 questionaires,and eceived 350 effective ones. The return rate is about 72 %. After the questionnaires were corrected, the confidence a is above 0.95.
3.Their expectations for the professional abilities of the care-taking institutions were concentrated on the (1) the frequency of ward round, (2) true care from the heart, (3) the tidiness and cleanliness of the institutions. And about the quality of care, they are most concerned (1) the interest of the patient cared, (2) how they care the patients in emergency, (3) reliable hard ware equipments So we suggest the care-taking institutions must have a set of SOP for the emergency. And to enhance their professional service, they should set up the passages without barriers., give the employees clean uniforms, and strengthen the medical knowledges of their members. And this can be done through the help of computer softwares for the education training.

4.Care-taking institutions must walk into the people, so that those that has such needs can have a good choice. Though the coopperations of the institutions, the government, and patient’s families, together we can create a better care-taking models to satisfy the growing needs of the aging societies.

參考文獻-中文部分
內政部（2008）‧老人安養護及長期照顧資源分布取自http://sowf.moi.gov.tw/04/07/老人安養護及長期照顧資源分布表9412.xls
行政院勞工委員會（2009）‧勞動統計月報。
行政院經濟建設委員會（2006）‧照顧服務福利及產業發展方案第一期計畫執行情形總檢討報告。
行政院經濟建設委員會（2009）‧中華民國台灣地區民國95至104年人口推計。
行政院經濟建設委員會（2010）‧照顧服務福利及產業發展方案。
行政院衛生署（2009）‧機構現況及醫療服務量統計摘要取自http://www.doh.gov.tw/statistic/index.htm
行政院衛生署（1996）‧長期照護納入全民健康保險給付可行性評估報告。
行政院衛生署（1998）‧建構長期照護制度－中央與地方對話座談會簡報。
行政院衛生署（2006）‧94年度衛生局申請本署「長期照護社區復健試辦計畫」成果一覽表取自http://www.doh.gov.tw/cht/list.aspx?dept=R&now_fod_list_no=6702&class_no=211&level_no=2&divNo=3&divCount=5
行政院衛生署（2006）‧衛生統計(一)。
吳淑瓊、呂寶靜、林惠生、胡名霞、張明正、張媚等（2003）‧全國長期照護需求需要評估第二年計畫‧台北：行政院衛生署。
李守義、周瑟碧、晏涵文（1989）‧居家護理服務成本分析－以某區域教學為例‧長期照護雜誌，9(11)，60-73。

林東清、孫培真、徐景智(2000) ‧影響資訊系統使用者抗拒行為之原因：以計劃行為理論為基礎之整合研究,國立中山大學資訊管理學系, 資訊管理研究2(2)(1-26).
張新立、沈依潔(2006)‧民眾步行行為意向之研究—以台北市民為例，運輸學刊，17(3)，233 ～ 260。
陳曉悌、李怡娟、李汝禮 健康信念模式之理論源起與應用(2003)‧護理廣場Formosan J Med Vol.7 No.4。
陳建文、李有仁、嚴秀茹、鄭江宇（2008）‧老人養護機構運用外籍監護工效益與困境‧社區發展季刊，104，402-412。
關華山（1996），臺灣老人的居住環境，臺北：田園城市文化事業有限公司。

參考文獻-英文部分
Ajzen. (1991). Caring for People-community Care in the Next Decade and Beyond. London : HMSO.
Bordy,& Masciocchi. (1982). Data for long-term care planning by health systems agencies : Am J. Public Health 70.
Evashwick (1998). The Issues. In Aged Care : Old Policies, New Problems (pp.3-27). Cambridge University Press.
Fishbein & Ajzen. (1975). Long-term care in developed nations : A brief overview. Washington, D. C. : AARP.
I.M.Rosenstock,(1974a)”Historical origins of the health belief model”,Health education Mongraphs,2 (4) p334
Liang & Tu,. (1986). Aging in Japan. Japan Aging Research Center.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry, (1988), "SERVQAL: A Multiple-Item Scale for Measuring Perceptions of Service Quality," Journal of Retailing Vol.64,pp.12-40.
Rosenstock. (1988). Long-Term Care for the Elderly with Disabilities : Current Policy, Emerging Trends, and Implications for the Twenty-First Century Milbank Memorial Fund.
Rosentock IM. (1990). International Handbook on Services for the Elderly. London : Greenwood Press.
United Nations (2006). Funding long-term care : the private and public options. In E. Mossialos, J. Figueras & A. Dixon (Eds.), Funding Health Care : Options in Europe. Maidenhead : Open University Press.