加護單位護理人員之情緒勞務探討

The Emotional Labor of Nursing Staff in Intensive Care Units (ICUs)

目的：瞭解加護單位護理人員的情緒勞務及其相關影響因素。方法：為橫斷式相關研究，採立意取樣，於2013年8月至12月間，以台灣北部地區二所教學醫院加護單位60名護理人員為研究對象，運用結構式問卷收集研究對象的基本屬性、工作壓力感受、情緒勞務資料，再以SPSS18.0電腦套裝軟體進行描述性統計、皮爾森積差相關檢定、獨立t檢定、單因子變異數分析與多元逐步迴歸分析。結果：（1）加護單位護理人員有高度情緒勞務且以「基本情緒表達」層面之平均得分為最高；（2）情緒勞務的「表層情緒控制」與工作壓力中的「理性思考」之間呈現顯著正向相關性（p＜.05）；（3）護理人員的年齡與教育程度，能顯著預測其情緒勞務的表現，共可解釋17.7%的變異量。結論：加護單位主管應監測單位護理人員的情緒勞務狀態，並針對高情緒勞務特質者，主動提供同儕支持，以降低情緒勞務，增進照護服務品質。

Objective: The aim of this study is to explore the emotional labor of nurses working in intensive care units (ICUs). Methods: The study adopted a cross-sectional design, using purposive sampling to recruit sixty nurses who continuous care ICUs patients in two medical centers in northern Taiwan from August to December, 2013. Structured questionnaires were used for data collection and the research tools included the demographic data, the stress perception questionnaire and the emotional labor scale. Descriptive statistics, Pearson correlation, independent t-test, one-way ANOVA and stepwise multiple regression were used to analyze all obtained data. Results: The results show that: (1) The nurses working in ICUs have high level emotional labor and the ＂basic emotional express＂ as ranked first; (2) The scores between ＂stress for rational thinking＂ and ＂emotional labor for superficial emotional control＂ was a positively correlated relationship (p＜.05); (3) Many ICUs nurses' characteristic factors including age, educational level, marital status, and were significantly difference with their emotional labor. The significant predictors of emotional labor of nursing staffs were their age and educational level, accounting for about 17.7% of variability. Conclusions: The results not only suggest the administrators in the health care industry should take into consideration the issue of nurses' emotional labor, but also emphasize the importance of peer-sharing support implement in clinics in the future. It could improve emotional labor, and to promote the quality of nursing service.