Enhancing care services quality of nursing homes using data mining

Abstract Taiwan has formally stepped into an ageing society since September 1993. As of April 2003, the elderly population nationwide has taken 9.09% of the total population, with nearly 2.05 million people. As the population structure is ageing, disease styles and family structures are changing, employment rate of women is increasing, human dignity and life quality is improving, and the number of the disabled is increasing, the needs for ‘long-term care’ is evolving. Among various available resources, nursing homes that are equipped with professional care services are especially in demand. Therefore, the quality of their care services is an important agenda that deserves national emphasis. This research aims to understand the characteristics of the residents through data mining, the core technology of customer relationship management. Meanwhile, it explores the ‘customized’ care service strategy for the residents by interviews with professionals to establish ongoing interactive relations between the inst...