輔助人力由外包到納編的省思－－以某區域教學醫院為例

Provision of Nursing Assistants Through Outsource to Employment: An Example in a Regional Teaching Hospital

今日醫療服務的經營環境日益競爭，許多醫院在管理上為減少醫院開支，引入輔助人力，特別是非專業的服務如轉送中心（接送病人、送檢體等）、病患照顧服務員及門診助理員等，然而輔助人力採納編或外包對醫院業務單位的可能影響甚少有文獻提及。本文分享某區域教學醫院輔助人力之運用，由外包到納編的歷程，從品質三面向以結構、過程、結果面剖析，初期由外包商管理，衍生許多人、事、物、流程等管理問題；輔助人力納編後，藉由管理制度與教育訓練，提升人員工作效能、滿意度及服務品質。期望分享經驗，供他院在使用輔助人力之參考。

Today's healthcare services are highly competitive in the healthcare industry To minimize hospital costs in management, many healthcare organizations recruit supplemental workforce, especially in non-professional services, which includes transporters for the transferring center (patient transfer, delivery of specimens), patient care assistants, and clinic assistants. Few research articles mentioned the comparison between employing and outsourcing nursing assistants. This article explores the utilization of nursing assistants from contracting process to employing process in a regional hospital. The author reviews and analyzes this issue from three dimensions: structure, process, and outcome. in the early stage of contracting, when nursing assistants were managed by the contract outsourcing company, there were various management-related issues such as productivity, non-productivity, and process itself Through employment, orientation and training, efficiency of taskforce, customer satisfaction, and quality of service are improved. The article shares the experience as a reference for other healthcare organizations facing similar problems.