醫院志工服務動機與工作滿意度研究

The Evaluation of Hospital Valunteer's Motivation and Satisfaction

目的：本研究之目的是探討醫院志工之基本特質、工作屬性、參與動機 及服務滿意度之間的關餘，並分析影響志工服務動機及滿意度之重要因素， 以作為社會工作者、志工督導、醫院志願服務部門於招募和輔導志工峙的參 考。 材料和方法：共有265 位醫院志工接受問卷訪查，所得資料以SPSS 10.0 for Windows 軟體統計。 結果：參與志工服務者以女性居多，其中大多為年齡51 至70 歲之家庭主 婦，已婚有偶者居首位。宗教信仰以信奉佛教者最多；學歷分佈在受訪的志 工中以高中（職）者最多；服務年資5 年以上者且每週服務時數3 小時者最 多；由服務組別來看，在服務台者居首位；志工上班的主要交通工其為公 車，車程時間多在30 分鐘（含）以內；至於志工招募來源以朋友介紹者最 多。在服務動機方面，志工參與服務的動機和性別、年齡、婚姻狀況、職 業、醫院屬性、服務組別、每週服務時數等相關。於工作滿意度上，女性顯 然較男性易於滿足；於公立醫院服務的滿意度較私立醫院為高；未婚者滿意 度高於已婚有偶者；年齡則不影響服務滿意度。服務組別以病房探訪組滿意 度最高，其次是病房時伴；朋友介紹參與志工行列者的滿意度高於自我推薦 者；由以上結果可提供醫院在召募志工時列為參考依據。

Objective: The aim of this study is to evaluate the characteristics of hospital volunteers, the characters of their work, and the relationships between these parameters and volunteer motivation and satisfaction, and to examine the significant factors that influence the motives and satisfaction of the volunteers, providing reference materials for social workers, volunteer leaders, and departments of hospital volunteer services involved in volunteer recruitment and guidance. Materials and Methods: A total of 265 hospital volunteers were assessed by questionnaires. The data obtained were analyzed with the software SPSS 10.1 for Windows. Results: There was a female predominance in the volunteers, most commonly housewives in the sixth and seventh decades of life, married but not widowed. Buddhists outnumbered any of the other religious groups. As to education, most frequently the volunteers were at the level of senior high or vocational school. In most cases, the volunteers had devoted 3 hours/week to services for more than 5 years. The largest group of volunteer workers was that at the information desk. Most volunteers went to service by bus, usually within 30-minute distance of home. Volunteers were recruited most frequently via their friends. An examination of motives showed that volunteer motivation was related to sex, age, marriage status, occupation, type of hospital, kind of service, and time devoted every week. Volunteer satisfaction was obviously greater in females when compared with males; volunteers serving in public hospitals were more satisfied than those in private ones; unmarried workers tended to be more satisfied than married volunteers. The level of satisfaction was highest in the visiting-the-sick group, followed by the accompanying- the-sick one; age was not a significant factor in volunteer satisfaction. Volunteers recruited via their friends showed a higher level of satisfaction than those came by themselves.