「志工」在瘟疫蔓延時：新冠肺炎下醫院志願服務管理與志工投入抉擇因素之探索性研究

Hospital Volunteer Management and Factors Influencing Volunteer Service Provision during the COVID-19 Pandemic: an Exploratory Study

本研究目的為探討新冠肺炎下醫院志願服務管理的應變與調整，整理志工兼顧防疫和實踐志願服務的策略，分析志工暫停和持續投入服務之抉擇原因，進而提出未來在疫病風險下醫院志願服務管理之應變建議。本研究為質性研究，資料蒐集採深度訪談法，訪談26 名醫院志工（16 名為持續服務志工，10 名為暫停服務志工），以主題分析法分析資料。研究發現：1. 變與不變－新冠肺炎下志願服務管理歷程：（1）新冠病毒來敲門：層層的志工防疫機制；（2）抗疫的號角響起：防疫視同作戰；（3）當疫災肆虐時：防疫志工隊的集結；（4）看不見盡頭的疫情：起伏的疫情，不變的關懷和感謝。2. 參與或轉身－新冠肺炎下醫院志工投入服務的抉擇原因：（1）意願因素：擔憂年紀大和體力差、SARS 的經歷（餘悸猶存而退出、復原成長後的奉獻）、同舟與共的醫院團隊情感與「共善」是看不見的防護；（2）能力因素：破壞日常時間安排和防疫知能的累積（在職訓練認識、醫療工作經驗的延續）；（3）機會因素：疫情假消息傳播影響、擔憂帶「病」回家、志工同儕的拉攏參與以及最危險的地方卻是最安全的志願服務場所等。最後提出疫災風險下醫院志願服務應變的4 點建議。

This study discussed hospital volunteer management in response to the COVID-19 pandemic as well as factors affecting volunteer’s decisions to suspend or continue providing services during such time. Strategies that volunteers use to prevent themselves from being infected while providing services are compiled, and suggestions on hospital volunteer management are presented in response to the pandemic. In the qualitative study, 26 hospital volunteers, 16 of whom continued to provide services but the rest of whom suspended theirs, were interviewed. The results were as follows: (1) Regarding the volunteer management process during the pandemic, various levels of volunteer pandemic prevention mechanisms have been implemented. Strict measures on par with those during wartime have been implemented against the pandemic. In response to the ongoing pandemic, pandemic prevention volunteer teams have been assembled. In face of the endless and unpredictable pandemic, sympathy and gratitude toward relevant staff members have not been overlooked. (2) Factors influencing hospital volunteers’ decisions to commit to their services during the pandemic include willingness factors (e.g., age, SARS pandemic experience, team bonding, and desire to help others), capacity factors (e.g., time and pandemic prevention knowledge), and access factors (e.g., combat against fake news on the pandemic, fear against the pandemic, introduction by volunteer peers, and safe hospital environments). Finally, four suggestions on hospital volunteer management in response to the COVID-19 pandemic were presented.