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    Title: 醫師情緒勞務與工作倦怠之研究 : 以臺北市立聯合醫院為例
    Other Titles: Emotional labor and burnout of physicians in Taipei City Hospital
    Authors: 連欣怡;Lien, Hsin-Yi
    Contributors: 淡江大學公共行政學系公共政策碩士在職專班
    黃一峯;Huang, Irving Yi-Feng;林克昌;Lin, Kai-Chiang
    Keywords: 情緒勞務;工作倦怠;醫師;Emotional Labor;burnout;Physician;Medical Doctor
    Date: 2014
    Issue Date: 2015-05-04 09:53:26 (UTC+8)
    Abstract: 當前醫院管理日益強調顧客導向,使得醫療行為愈加不容犯錯;經營管理者為持續提昇服務品質、滿足病患需求,並建立醫院的優良形象,要求員工提供優質服務、提高績效成為慣用的管理手段,從而提高醫院員工的工作壓力。緣此,本研究欲探討不同醫師特性在情緒勞務與工作倦怠中之個別差異及其相關性,並就管理意涵,分別對機構、醫師及病患提出建議,以了解改善醫師的情緒勞務、工作倦怠、增加工作滿足感、增進醫療及生活品質,共創三贏的局面。
    本研究以臺北市立聯合醫院所屬之所有醫師作為實證調查之對象,採用結構式問卷於通過人體試驗計畫後發送813位樣本醫師,問卷發送回收期間為2014年2月13日至3月13日,扣除5份無效問卷,有效問卷共計582份,有效回收率為71.6%,並進行相關統計分析等。
    研究結果發現如下:
    1.醫師係屬較高的工作勞務情緒,惟情緒勞務程度上的多寡差異,會受到個人特性、經驗、態度、執業科別等因素的影響。
    2.醫師情緒勞務之情緒克制、情緒努力及組織工作要求為顯著正相關,表示醫師對其認知及感受是一致的,有加乘效果。
    3.醫師情緒勞務中的情緒掩飾技巧、情緒克制能力與組織工作要求愈佳時,醫師對病患負向行為及工作倦怠之感受愈低。相反的,對工作滿足感的感受則愈高。
    4.醫師工作滿足感受愈佳時,對病患負向行為及工作倦怠之感受愈低。
    5.醫師情緒勞務中病患負向行為愈令人難以忍受時,造成醫師工作倦怠的情況愈嚴重。
    Becoming increasingly customer-oriented medical services may continue to be associated with emotional labor and burnout of physicians, and it will affect quality of care, brand image for consumers and even development of hospitals. Therefore, the study was aimed to investigate the correlation between emotional labor and job burnout of physicians, and could be employed to give advice on emotional labor, job burnout and job satisfaction of physicians for hospital managers.
    A total 813 physicians in Taipei City Hospital were sampled and 582 valid data were obtained in which the valid rate was 71.6% during the period of 13 February 2014 to 13 March 2014. The structured questionnaire in this study was passed in the institutional review board. Based on above, statistics analyses were employed to explore the relationships among these factors.
    The results of the study were as following:
    1. The physicians had higher emotional labor in job. The degree of emotional labor was subject to personal attributes, experiences, attitudes, and division.
    2. The emotional control, emotional strives and job demands for the physicians were positively correlated.
    3. The more emotional artifice, emotional control, and job demands in emotional labor physicians had, the lower their negative behavior of patients and job burnout, and the better their job satisfaction.
    4. The better job satisfaction physicians had, the lower their negative behavior of patients and job burnout.
    5. When the negative behavior of patients in emotional labor of physicians was more unbearable, the job burnout of physicians was more severe.
    Appears in Collections:[公共行政學系暨研究所] 學位論文

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