醫療行政人員性格傾向、溝通能力與工作滿意之研究－以中部某區域教學醫院為例

臺灣自1995年實施全民健保以來，醫療環境變動劇烈，醫院必須提升服務品質、經營效率及特色醫療才得以建立差異化與競爭優勢，其中提升服務品質及經營效率最重要的因素在於「人」。在醫療過程中必須要有不同職類的醫事人員全心全意投入，再加上醫療行政人員的分工協助，始能提供病患及家屬身心靈的治療環境，其中醫療行政人員在醫院組織架構及每個作業程序中，都扮演著樞紐的角色。本研究為瞭解醫療行政人員的性格傾向、溝通能力、工作滿意間的關係。採問卷調查法以中部某區域教學醫院之醫療行政人員為對象，共發出200份問卷，回收162份，剔除無效問卷6份，有效問卷共156份，使用因素分析、信度分析、描述性統計、單因子變異數分析、雪費（Scheffe）檢定及迴歸分析等方法進行檢測。本研究發現整體而言醫療行政人員性格傾向不明顯，工作滿意受年齡、學歷及職務所影響，在溝通能力受年齡、年資的影響較為明顯，而醫療行政人員性格傾向、溝通能力、工作滿意在性別方面也有顯著的差異性，但是若性格傾向A型人格會正向影響溝通能力、工作滿意，而溝通能力提高亦會提升工作滿意。因此醫療機構可以透過鼓勵員工個性趨向A型人格（積極樂觀進取），並強化醫療行政人員的溝通能力使得工作滿意獲得提升，如此整個醫療過程將更為順暢有效率，而醫事人員則可獲得更充分有溫度的協助，進而讓病患及家屬感受到醫療機構的努力，如此醫療品質才得以獲得提昇，醫病關係可以更加融洽。

關鍵字

醫療行政人員；性格傾向；工作滿意；溝通能力

並列摘要

The inception of the National Health Insurance System in Taiwan in 1995 has led to dramatic changes of the healthcare environment in Taiwan. Hospitals are forced to enhance their service quality, operational efficiency, and special healthcare features to create differentiation and competitive advantages. Enhancement of service quality and operational efficiency strongly depends on the human factor. This study aims to explore the personality disposition, communication ability, and work satisfaction of medical administrative personnel. A questionnaire survey method was adopted. A total of 200 questionnaires were distributed among the administrative staff of a regional teaching hospital in central Taiwan. A total of 156 valid questionnaires were obtained after elimination of six invalid questionnaires from the 160 collected questionnaires. The sample was statistically analyzed through factor analysis, reliability analysis, descriptive statistics, one-way analysis of variance, Scheffe's testing, and regression analysis. This study found that work satisfaction is affected by age, educational background, and position, while communication ability is significantly correlated with age and seniority. Personality disposition, communication ability, and work satisfaction varies considerably by gender. Type A personality disposition is positively correlated with communication ability and work satisfaction. Finally, enhanced communication ability is positively correlated with increased work satisfaction. Healthcare organizations should therefore encourage employees with Type A personality dispositions and strengthen communication skills of administrative personnel to increase their work satisfaction. This in turn would increase the smoothness and efficiency of the whole healthcare process, while healthcare personnel would receive adequate support infused with human warmth. Patients and their family members, on the other hand, would be able to perceive the dedicated efforts of healthcare organizations. The quality of medical care would be greatly enhanced and the relationship between medical practitioners and patients would be more harmonious.

並列關鍵字

Medical administrative personnel ； personality disposition ； work satisfaction ； communication ability

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醫療行政人員性格傾向、溝通能力與工作滿意之研究－以中部某區域教學醫院為例

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