醫院員工的醫院評鑑滿意度，對其工作壓力、情緒耗竭、以及評鑑工作改善的影響

"Effects of Employee Satisfaction from Hospital Accreditation to Work Pressure, Emotional Exhaustion and Improvement of Accreditation Workload"

前言：本研究以醫院員工的角度探討評鑑制度改革後，醫院員工對於醫院評鑑的滿意度對工作壓力、情緒耗竭與評鑑工作改善的影響。研究方法：本研究首先進行評鑑滿意度問卷發展，訪談11位專家人員作為問卷發展內容：包括醫院評鑑制度改革委員、PFM講師；曾接受醫院評鑑之人員；並針對全國所有申請醫院評鑑的醫療院所進行滿意度調查，總共發放414份問卷，有效回收298份，回收率是71.98%。研究結果：本研究問卷共萃取出「評鑑流程的評估」與「專家委員的評估」兩大項構念，據此發展問卷題項之因素負荷量介於.50-.95，Cronbach’sα介於0.84-0.88之間，具備良好信、效度。其次，進行滿意度調查發現，1.評鑑前滿意度負向預測工作壓力、情緒耗竭，評鑑進行中則反之；2.委員專業度負向預測情緒耗竭；3.評鑑前、委員專業度、以及委員配合度正向預測評鑑改善工作。討論：醫院員工對於醫院評鑑滿意度越高，工作壓力較低且能有效減緩情緒耗竭，並同意評鑑改革有助減少醫院評鑑文書工作。員工評鑑的滿意度的提升可提升工作績效，因此管理上更應以減少干擾日常業務與醫院人力調度的控管作為提升評鑑滿意度的方式。

"Introduction: This study investigates whether the workload of employees would been improved or not after the reform of hospital accreditation system. We analyze the effects of satisfaction of hospital accreditation on work stress, emotion exhaustion and improvement of workload of hospital accreditation. Research Method: This study interviewed 11 specialists including the committee members of the hospital accreditation system reform committee, lecturers of the PFM, the hospital executives and personnel who had ever received the hospital accreditation, while 298 effective questionnaires are returned. Research Result: Cronbach’sαvalues of the questionnaires designed by this study all range between 0.84 and 0.88, showing that the scale of the hospital satisfaction degree developed by this study contains a good intrinsic consistence reliability. With regard to the satisfaction of the accreditation, the preparation of the colleagues in the hospital before the evaluation and the satisfaction of the expert committee members in their professionalism and cooperation can improve their job satisfaction and effectively reduce work stress and emotional exhaustion. Discussion: Higher satisfaction of hospital employees toward hospital accreditation may reduce stress of work and emotional exhaustion, and the reform of accreditation can reduce the paperwork of accreditation. The improvement of satisfaction of the accreditation may enhance the performance. Therefore, the management should avoid interfering the routine business and controlling the distribution of human resource for enhancing the satisfaction of the accreditation."