台灣各級醫療機構病患服務員人口特徵與工作背景探討

An Investigation into the Characteristics and Working Environment of Nurse Aides in Various Medical Institutions in Taiwan

在長期照護人力需求急增，照護品質亟待評價之際，實有必要對機構內照護的主要人力－病患服務員，就其工作機構之組織、管理情形、與病患服務員個人屬性、服務資格等照護品質相關之特性進行探討，以為管理制度規劃之先驅，確保照護品質。本研究以問卷調查法於民國88年2月至5月間，對全國各級醫療機構進行調查。共發出229份問卷，回收83份，回收率約37%。結果顯示，病患服務員大半為已婚中年女性；約2/3具有3年以上服務年資；約1/3尚未領照；不任工作為工作異動的主因；待遇與福利在各機構間不一。同時也發現，地區醫院、區域醫院及療養機構等均有較多擴建計劃。而提昇服務品質則是擴建計劃的主要考量於如何釐清護理人員與病患服務員的角色、是否醫療機構與社會福利管理制度需要整合、病患服務員之授證制度與管理辦法是否有重新檢討之必要等議題均於本文中一併提出討論。

With increasing manpower and elevating the quality of service for the residents and patients, it is necessary to understand the characteristics of major nursing working staff-nurse aides in various medical institutions. The exploration in this survey included the administration and management of the organizations, and the demographic data of the nurse aides. A structural questionnaire was designed and data were collected from February to May 1999. 229 questionnaires were dispatched in total, and 83 were returnned. The results indicated that most nurse aides were married middle-aged women. Around two thirds of the aides had more than 3 years working experience. It was also found that around one third of nurse aides were unqualified. The local and regional hospitals had more plans for expanding their facilities in the near future than did other kinds of institutes. Generally, the major purpose of the plan was to elevate service quality for patients and residents. The implications including distinguishing the roles of nurses and nurse aides, integrating the social welfare and health system, as well as the issues of nurse aides' qualification and supervision in various institutions is also discussed.