醫務社工該怎樣表現？醫務社工績效指標與績效管理的實務及反思

How Should Medical Social Workers Behave? Practice and Reflection on Performance Indicators and Performance Management of Medical Social Workers

績效管理在當今社會具有頗大影響力，幾乎是無所不在的一種管理作為。由於新公共管理價值下，使用者可以向供給者提出期待、檢視品質、進行抱怨等，當前公共或醫療服務在輸送時幾乎都受到績效管理的控制。因此本研究欲探究醫務社工的績效指標來源與績效管理實務特性，以及醫務社工對於績效管理的對應作法，並提出研究建議。本研究深度訪談5 位醫院社工部門直屬高階主管、5 位醫務社工主管、5 位醫務社工人員，以及3 位醫務社工組織代表，共18 位研究參與者。研究發現提出醫務社工績效指標的來源、績效指標的實務特性，並提出醫務社工的回應。最後，本研究認為醫務社工專業對於績效管理的假設與期待仍以專業自主與社工特性為主，而醫院對於醫務社工績效管理並未賞罰勾稽，因此若預期未來績效管理會持續強化下，則建議醫務社工的大學養成教育或在職教育中加強管理職能，並建構醫務社工主管對於績效指標與績效管理的共識。

Performance management has considerable influence in today’s society and is almost a ubiquitous management action. Due to the value of new public management, users can raise expectations, check quality, complain to suppliers, etc. Currently, the delivery of public or medical services is almost always under the control of performance management. Therefore, this study intends to explore the sources of performance indicators and the characteristics of performance management practices of medical social workers, as well as the corresponding practices of medical social workers for performance management, and to put forward research suggestions. This study conducted in-depth interviews with 5 senior managers directly under the social work department of the hospital, 5 medical social work supervisors, 5 medical social worker staff, and 3 representatives of medical social work organizations, for a total of 18 research participants. The findings suggest the sources of performance metrics for medical social workers, the practice characteristics of performance metrics, and the responses of medical social workers. Finally, this study posits that the assumptions and expectations of the medical social work profession on performance management are still mainly based on professional autonomy and social worker characteristics, and that the hospital has not rewarded and punished the performance management of medical social workers. Therefore, if performance management is expected to continue to be strengthened in the future, strengthening the management function in the development education or on-the-job education of the medical social work university and building a consensus with the medical social work supervisor on performance indicators and performance management is recommended.