Socialinių paslaugų į namus teikimo vertinimas paslaugų gavėjų požiūriu

Straipsnyje siekiama atskleisti socialinių paslaugų namuose teikimo vertinimą, remiantis paslaugų gavėjų patirtimi. Taikyta kokybinio tyrimo strategija. Tyrimo duomenims rinkti naudotas pusiau struktūruoto interviu metodas. Rezultatų analizė atlikta taikant turinio analizės (content) metodą. Tyrime dalyvavo 9 socialinių paslaugų namuose gavėjai, gaunantys pagalbos į namus ar socialinės globos asmens namuose paslaugas ir gyvenantys viename iš didžiųjų Lietuvos miestų. Tyrimas atskleidė, kokio darbuotojo, teikiančio paslaugas namuose, pageidauja paslaugos gavėjai; paslaugos gavėjo į(si)traukimą į socialinių paslaugų namuose teikimo procesą; paslaugos naudą paslaugos gavėjui; neigiamus socialinių paslaugų teikimo namuose vertinimo aspektus ir paslaugos gavėjų lūkesčius tobulinant paslaugų teikimą namuose. Tyrimu nustatyta, kad paslaugos gavėjams svarbu, jog paslaugas teikiantis darbuotojas turėtų pašaukimą darbui, kurį dirba, būtų įgyjęs atliekamam darbui reikiamą kvalifikaciją bei turintis gerus bendravimo įgūdžius. Socialinių paslaugų namuose gavėjai įsitraukia į socialinių paslaugų teikimo namuose procesą, kurio metu aktyviai dalyvauja priimat sprendimus dėl paslaugų nustatymo, planavimo, teikimo ir vertinimo. Socialinių paslaugų teikimas namuose paslaugos gavėjams svarbus, nes sudaro galimybę jiems gyventi savo namuose, pagerina jų gyvenimo kokybę, palaiko juos psichologiškai. Tyrimas atskleidė kai kuriuos neigiamus socialinių paslaugų teikimo namuose aspektus, susijusius su paslaugas teikiančių darbuotojų dažna kaita, paslaugų neįperkamumu ir transporto paslaugos problema. Socialinių paslaugų namuose gavėjų lūkesčiai tobulinant socialinių paslaugų teikimą namuose siejami su jų bendravimo poreikio tenkinimu, lankomosios priežiūros darbuotojų darbo krūvio mažinimu ir jų retesne kaita, neformaliu darbuotojų bendravimu su jais ir paslaugų spektro plėtojimu, atkreipiant dėmesį ne tik į asmens būtiniausių poreikių tenkinimą, bet ir į aktyvesnio, turiningesnio, įdomesnio laisvalaikio organizavimo sritį.

The recent improvement of the system of social services aims at bringing them up to the man, to make that a person, who needs social care, would receive the necessary services at his home or community and, in such a way, would remain in his normal environment as long as possible. The following scientific problem, which is formulated through the question, “How do the recipients of social services at home assess the provided services?”, is raised. A qualitative research strategy was used. To collect the data of the study, the method of a semi-structured interview was used. The findings were analysed by applying the method of content analysis. The study was conducted in the March of 2016. 9 recipients of social services at home, who live in one of the largest Lithuanian cities and receive the services of assistance at home or social care at a person‘ s home, participated in the study. The study revealed what kind of a worker, who provides services at home, the recipients of the service wish, how the recipients of services are engaged in the process of the provision of social services at home, how a service recipient profits from services at home as well as some negative aspects of the provision of social services at home and the expectations of service recipients when improving the provision of the services at home. The analysis of the experiences of the recipients of social services at home revealed that the service recipients place great importance on the interoperability with the workers who provide the services. It is important to the service recipients that a worker, who provides the services, would have a calling to do the work he does, that he would be educated and possessing the necessary qualifications for the job he performs and good communication skills. The recipients of social services at home are already engaged in the process of the provision of the services during the assessment of their need by providing them with an opportunity to identify their needs and to choose the services they need themselves. In such a way, the recipients of the services are engaged in the decision making regarding the planning, provision, assessment and continuity of the services. To the recipients of social services at home, the provision of the services at home is important because of the possibility to live in their own home, to receive the needed assistance and psychological support which provides them with the feeling of security, usefulness and certainty. The recipients of social services at home are dissatisfied with the frequent change of the workers, who provide the services, the unaffordability of the services, the fact that the transport service is not always available due to a shortage of the means of transport and the lack of information on this service. The expectations of the recipients of social services at home, when improving the provision of the social services at home, are linked to the satisfaction of communication needs, the reduction of the workload of the workers, who provide the services at home, and the rarer change of them, informal communication of the workers with them and the expansion of the scope of services, taking into consideration not only the satisfaction of basic personal needs, but also the area of the organisation of more active, more substantive and more interesting leasure time.