疫情下，誰來值班？我國新冠肺炎期間醫院志工持續服務影響因素之研究

Who will be on duty during a pandemic? Factors affecting the continuous service of hospital volunteers in Taiwan during the COVID-19

2019年底起，新冠肺炎肆虐世界各地，醫院志工與醫療人員同站在防疫第一線，共同承受染疫的生理與心理健康影響。過去志工持續服務影響因素文獻多為常態環境的調查或訪談，志工為何願意在災難或危機情境下持續值班服務，相對缺乏研究累積。本研究目的為瞭解新冠肺炎期間臺灣醫院志工持續服務情形，進一步分析影響醫院志工持續服務的相關影響因素，並根據研究結果提出在疫病風險下醫院志工管理之政策與實務應變之參考建議。
本研究採用探討志工持續服務的「意願、能力、機會」觀點，假設在三層面中的各變項，與新冠肺炎期間醫院志工持續服務具顯著性的影響。使用橫斷面調查研究，分層隨機抽樣抽取全國北、中、南、東四區之傳染病指定隔離醫院及應變醫院志工為調查對象。以郵寄問卷並輔以SurveyCake©雲端問卷平台蒐集資料。結果共得有效樣本625份，以順序邏輯迴歸進行統計分析。
研究結果顯示一、臺灣醫院志工87.4%在三級警戒前有服務，41.9%在全臺三級警戒間有服務，以及97.6%全臺三級警戒後持續服務。二、在影響醫院志工持續服務的因素部分：1.意願層面中，醫院「志工管理支持」及「使命感」對新冠肺炎期間期間持續服務情形達顯著差異；2.能力層面中，「過去或現在工作為軍公教者」、「醫院層級」、「擔任志工幹部」、「疫情前服務時數」、「疫災經驗」及「家庭照顧負荷」對新冠肺炎期間持續服務情形達顯著差異；3.機會層面中，「對國家防疫政策滿意度」及「對醫院防疫措施滿意度」對新冠肺炎期間的持續服務達顯著差異。根據此研究結果，提出醫院志工管理實務層面建議，包含管理者適時的鼓勵與關懷、公開表揚獎勵、健全醫院志工幹部遴選制度，並提出疫災流行初期、嚴峻期及後疫情階段的志願服務與管理政策建議。

The purpose of this study is to understand the factors that support the continuous of hospital volunteers during the COVID 19, and try to propose contingencies and suggestions for the management of hospital volunteers under the risk of epidemics. The study adopts the perspective of ’’willingness, ability, and opportunity’’ to explore volunteers’ continuous service, assuming that each variable in the three levels has a significant impact on the continuous service of hospital volunteers during the COVID 19 period.
The study conducted a survey with 625 hospital volunteers in Taiwan. The findings indicate that 1. 87.4% of hospital volunteers in Taiwan served before nationwide level 3alert, 41.9% served in level 3 alert across Taiwan, and 97.6% continued to serve Taiwan after level 3 alert. 2.The section of factors affecting the continuous service of hospital volunteers( In the level of willingness, the hospital’s ’’volunteer management support’’ and ’’the calling’’ have a significant difference in the continuous service during the COVID 19; 2. In the level of ability, ’’ worked or works as a government employee’’, ’’hospital level’’, ’’volunteer cadre’’, ’’service hours before the epidemic’’, ’’epidemic experience’’ and ’’ caregiver burden’’ have a significant difference in the continuous service during the COVID 19; 3. In the level of opportunity, ’’satisfaction with the national epidemic prevention policy’’ and ’’satisfaction with the hospital’s epidemic prevention measures’’ have significant differences in the continuous service during the COVID 19. Based on the results of this study, suggestions are put forward on the practical level of hospital volunteer management