醫院職場暴力的通報與申訴：曾遭受職場暴力的護理人員之經驗

Reporting and Complaint-Filing of Workplace Violence: Experiences of Nurses Who Had Encountered Workplace Violence

背景：職場暴力的通報與申訴，是減緩職場暴力之負面影響的重要機制，但職場暴力的通報制度與後續申訴流程若缺乏便利性或隱私保護性，則可能影響職場暴力受害者的申訴意願。目的：本研究旨在探討遭受職場暴力的護理人員之通報與申訴經驗。方法：透過社群網路（FaceBook、PTT）招募17位曾遭職場暴力並有通報或申訴經驗的醫院臨床護理人員進行深度訪談，採匿名方式進行。結果：醫院內部大都設有職場暴力通報與申訴制度，但實務運作上卻存有不少障礙，包括：主管未主動協助申訴及後續事宜、護理人員不了解職場暴力相關法規、醫院內部申訴流程不便、申訴過程對受害工作者的保護措施不足、院方未主動提供法律資源與協助等。此外，人力不足問題亦是職場暴力未被妥善處置的重要脈絡因素。結論／實務應用：本研究指出醫院職場暴力通報與申訴機制之實務面向問題，並對此提出改善建議。

Background: The reporting and complaint-filing mechanisms are important for ameliorating negative impacts of workplace violence. However, lack of convenience and confidentiality may reduce workers' motivation to make uses of these mechanisms. Purpose: This study was designed to explore the experiences of hospital nurses in the reporting and complaint-filing processes after encountering workplace violence. Methods: Eligible participants were hospital nurses who had experienced workplace violence and had made notification or filed legal complaints. A total of 17 nurses recruited through social media advertisement agreed to participate in face-to-face in-depth interviews. The interviews were conducted anonymously. Results: Findings of this study suggested that while reporting systems for workplace violence have been established in many hospitals, there were barriers in practice, including: lack of support from supervisors in assisting reporting and follow-up; lack of awareness among nurses with regard to labor regulations and organizational systems of workplace violence; inconvenience in reporting procedures; insufficient protection of victimized workers during the processes; and lack of legal resource and assistance from the management. Besides, lack of sufficient manpower also contributed to organizational inadequacy in handling workplace violence. Conclusions/Implications for Practice: We identified several problems in the reporting systems of workplace violence in hospital settings and provided recommendations for their improvement.