探討醫院創新護理人員的工作表現：以區域醫院護理人員、主管與顧客之多元觀點為例

Exploring the work performance of innovative nurses in hospitals: the views of nurses, nurse managers and customers

目標：高度市場競爭下，醫療機構為永續經營須積極進行員工創新發展，然過去研究甚少深入探討在醫療服務業中創新員工之工作表現，本研究將以醫院創新護理人員為對象，分別從護理人員、護理主管與醫院顧客三個觀點，瞭解其在工作上的表現。方法：本研究採質性研究方法，針對南部某三家區域級醫院一年內獲創新相關獎項或主管推薦具高度創新之護理人員、護理主管以及醫院顧客為研究對象。結果：創新護理人員與護理主管皆認為創新對護理人員工作成效有許多正向影響，包括：良好的工作效率與照護品質、醫療資源利用成效提升、正向團隊互動、自我成長等四項核心範疇；而醫院顧客則認為創新護理人員所提供的服務有良好的服務體驗與良好的服務品質感受。結論：護理主管以及醫院顧客均認為創新護理人員有良好的工作表現，創新的好處深入護理人員個人層次、護理部團隊層次、醫院組織層次以及顧客層次；因此建議醫務管理者宜積極強化醫院員工從事創新的動機，讓員工願意積極地參與並分享創新想法，此外，完善的創新推廣制度與主管的支持也是強化員工創新行為之重要因素。

Objectives: Health service organizations strive to develop employees' ability to innovate in order to mantain business in a highly competitive market. Few previous studies have explored the work performance of innovative employees. The aim of this study was to explore the work performance of innovative nurses from the perspectives of innovative nurses themselves, nurse managers and customers. Methods: A qualitative research method was utilized in this study; in-depth interviews were used to collect data. Samples were selected by a purposive sampling method in three accredited regional hospitals in southern Taiwan. Innovative nurses, nurse managers and hospital customers were interviewed. Results: Innovative nurses and nurse managers both agreed that employee innovation positively affected employees' work performance. The positive effects included: good work efficiency and quality care, increased utilization of healthcare resources, positive team interaction, and self-growth. Customers also thought that innovative nurses provided a higher quality of service. Conclusions: Overall, nurse managers and customers both thought that innovative nurses performed well. Advantages of nurse innovation are seen at individual, team, organizational, and customer levels. Managers should strive to enhance employees' motivation for innovative behaviors and let employees actively participate and share innovative ideas. A sound rewards system and support from managers are also important factors in strengthening employee innovation.