探討醫護人員個人因素及患者對醫院認知之相關性研究──以中部某區域教學醫院為例

The Relationship Between Healthcare Workers' Personal Factors and Patients' Perception of the Hospital-A case Study of a Regional Teaching Hospital in Central Taiwan

目的：本研究欲探討醫護人員之個人因素，與患者對醫院整體認知之關聯，以作為後續醫療單位為增進醫病關係、人力資源培育之參考依據。方法：本研究為量化之橫斷研究，以中部某區域醫院為研究場域，探討醫護人員個人因素及患者對醫院認知之關聯。研究工具採用「依附關係型態量表」、「工作壓力與壓力調適問卷」與「患者對醫院信任、滿意與忠誠之問卷」。結果：首先，醫護人員依附關係型態，45.2％為安全型依附佔多數，31.7％排拒型次之。其次，醫護人員自覺感受適中的工作壓力，但壓力調適需求較少。再者，醫護人員的依附關係人際型態確實與其壓力調適能力有關。而研究對象患者對醫院整體的認知趨於正向。最後，醫護人員個人因素之依附關係型態、壓力調適，與患者對醫院的認知並無相關。結論：依據研究結果建議，醫療單位除辦理壓力調適課程或講座外，亦可提供個人更深入的治療或諮商，以增進醫護人員個體的壓力調適能力。而醫護人員本身的依附關係型態、壓力調適能力，無關乎服務對象對醫院的看法與認知，因此醫療單位若欲提升患者對醫院的認知，恐須從其他面向著手。

Purposes: This study aims to explore the personal factors of healthcare workers and their relationship with patients' overall perception of the hospital, in order to serve as a reference for follow-up care units in the enhancement of doctor-patient relationships and human resources training. Methods: A quantitative cross-sectional study was conducted in a regional hospital in Central Taiwan to explore the relationship between the personal factors of healthcare workers and patients' perception of the hospital. The research instruments employed included the ＂Relationship Attachment Style Questionnaire,＂ the ＂Work Stress and Stress Coping Questionnaire,＂ and the ＂Questionnaire on Patients' Trust, Satisfaction, and Loyalty to the Hospital.＂ Results: Our findings were as follows: (1) The attachment style of healthcare workers included 45.2% with secure attachment, followed by 31.7% with dismissive attachment. (2) Healthcare workers perceived a moderate level of work stress but showed a lower need for stress coping. (3) The attachment style of healthcare workers was associated with their stress coping abilities. (4) Patients' perception of the hospital showed a positive trend. (5) The attachment style and stress coping of healthcare workers were not related to patients' perception of the hospital. Conclusions: Based on our findings, we recommend that in addition to providing stress coping courses or lectures, hospitals should also provide more in-depth individual therapies or counseling, which will enhance the ability of healthcare workers to cope with stress. Since the attachment style and stress coping abilities of healthcare workers were not related to the service recipients' views and perceptions of the hospital, it may be necessary for hospitals to focus on other aspects in order to improve patients' perceptions.