體驗式引導課程促進醫療從業人員同理心與自我覺察改善醫病關係之探討

Experience Courses To Improve Medical Practitioners Explore Eempathy And Self-awareness To Improve The Doctor-patient Relationship

近年來醫療品質的重要性逐漸攀升成為大型醫院注重的指標之一，而在醫院隨時充滿變數的高壓環境中，不僅要照顧到病人與家屬的心情變化，還有同工之間的工作氣氛，所以要如何與病人及家屬應對，並且增加員工留職率是眾多醫院所面臨的考驗。本研究希望透過同理心關懷課程，找出醫療品質關鍵影響點。包括同理心與友善溝通對於員工表現有效同理行為上的差異。探討教育訓練課程設計對學員學習員工關懷、同理心及友善溝通之學習成效。持續追蹤學員於課程後之同理心行為是否改善醫病關係。因此本研究使用雷諾氏同理量表、學習經驗問卷、員工關懷回饋問卷，進行量化數據分析。輔以課程觀察與後續訪談為質化內容分析，協助研究內容更臻完整。本研究結果發現在課後表現有效同理行為方面上，有大幅度的增長，質性及量化所呈現出來的資料當中，能夠明顯察覺到學員對於自我認識、認識情緒及同理他人等行為上，有明顯的正增強，對於醫病關係的改善，追蹤後續兩個月客訴案件量變化，與上半年度比較其數據變化，有大幅度的正向變化。在後續追蹤時瞭解到員工持續使團隊感染溫暖的氛圍，並且經常複習使用課程中所提到的技巧。

In recent year the important of healthcare quality is gradually rising. Large hospital deem healthcare quality as one of important indicators. In this uncertainty and high pressure environment, medical staff are not only need to take care of mood changes of patient and family member but also working atmosphere of colleagues. So, many hospitals are faced with challenge in how to cope with patients and their family simultaneously decrease turnover rate. In this research through empathy care course find critical impact points. Include empathy and friendly communication on the difference of employee’s empathy behavior. The learning effect of educational training programs design on employee care, empathy and friendly communication. After the course keep tracking are learners’ empathy behavior improve physician-patient relationship or not. Therefore this research use the Reynolds’ Empathy Scale, learning experience questionnaire, employee care feedback questionnaire to analyze quantized data. In order to complete research using course observation and interviews to be qualitative content analysis. The research result show that there are greatly increase in the face of effective empathy behavior. The quality and quantized data show that learners have positive reinforcement on self – knowledge, mood – knowledge and empathy other. In the face of improve physician-patient relationship after track the change of customer complaint case for two months, comparing first half year there are greatly positive change. In follow-on track we find employees make their team filled with warm atmosphere continuously, and usually review the skills learning from the course.