본 연구의 목적은 중증장애인 보호자의 일상생활지원서비스에 대한 품질인식 과정을 근거이론 방법론으로 고찰하고 그 정책적 함의를 제시하는 것이다. 이를 위해 본 연구는 15세 이상 중증장애인의 보호자 10명을 대상으로 개별 심층인터뷰와 중증장애인 보호자 6명을 대상으로 초점집단인터뷰를 진행하였다. 이후 인터뷰의 녹취록을 Strauss와 Corbin(1998)의 근거이론방법을 적용하여 분석하여 총 138개의 개념과 29개의 하위범주 그리고 13개의 범주를 도출하였다. 그리고 이 과정에서 도출한 다양한 현상들의 중심범주로서 중심현상은 ‘기대와 현실의 괴리’로 상정하였다. 이는 중증장애인의 보호자가 일상생활지원서비스에 대해 가졌던 기대와 이에 미치지 못하는 서비스의 질 그리고 서비스 이용과정에서 나타난 갈등을 종합한 개념이다. 이후 중심현상에 영향을 미치는 인과적조건, 맥락적조건, 상호작용과 이를 다루기 위한 전략, 결과를 논리적으로 배열하였다. 그리고 15세 이상 중증장애인 보호자의 서비스 품질인식 과정을 “기대와 현실을 조율하며 서비스 품질에 대한 인식 수정하기”로 설정하였다. 결론에서는 분석결과를 바탕으로 하여 이용자 중심의 품질관리를 위해 서비스 성과 이외에 ‘과정에 대한 정책적 관심’, ‘이용자 참여의 강화’, ‘장애인과 보호자의 자조활동 지원’ 등이 필요함을 제시하였다.
The objectives of this study were to consider the quality of Daily Life Support Services for the Disabled perceived by guardians of the severely disabled over the age of 15 and to provide policy implications. For these purposes, this study conducted in-depth interviews with 10 guardians of the severely disabled over the age of 15 and focus group interviews with 6 guardians of them as a secondary sample group. Subsequently, the recorded interviews were analyzed by applying the grounded theory method proposed by Strauss and Corbin (1998), and then 138 concepts, 29 subcategories, and 13 categories were derived. In addition, as a central category of phenomena derived in this process, the central phenomenon was assumed as a ‘gap between expectation and reality’. And this study logically arranged human and contextual conditions affecting this central phenomenon, interactions by the central phenomenon, strategies to deal with them, and final results of service use. Furthermore, based on these results, this study analyzed the service usage process as a “process of balancing expectation and reality and changing perceptions of services”. In conclusion, based on this analysis, this study suggestedrovided ‘policy interest in service delivery process’, ‘enhancement of user-participation’, and ‘need to support self-help activities’ as a plan for the realization of government-led user-oriented quality control.
The objectives of this study were to consider the quality of Daily Life Support Services for the Disabled perceived by guardians of the severely disabled over the age of 15 and to provide policy implications. For these purposes, this study conducted in-depth interviews with 10 guardians of the severely disabled over the age of 15 and focus group interviews with 6 guardians of them as a secondary sample group. Subsequently, the recorded interviews were analyzed by applying the grounded theory method proposed by Strauss and Corbin (1998), and then 138 concepts, 29 subcategories, and 13 categories were derived. In addition, as a central category of phenomena derived in this process, the central phenomenon was assumed as a ‘gap between expectation and reality’. And this study logically arranged human and contextual conditions affecting this central phenomenon, interactions by the central phenomenon, strategies to deal with them, and final results of service use. Furthermore, based on these results, this study analyzed the service usage process as a “process of balancing expectation and reality and changing perceptions of services”. In conclusion, based on this analysis, this study suggestedrovided ‘policy interest in service delivery process’, ‘enhancement of user-participation’, and ‘need to support self-help activities’ as a plan for the realization of government-led user-oriented quality control.
