病護關係與護理人員工作滿意度之相關性研究

Correlation between Patient-Nurse Relationship and Nurses' Job Satisfaction

楊貞青(Jen-Ching Yang) ； 廖靜珠(Cing-Chu Liao) ； 蔡清輝(Ching-Huing Tsai)

《領導護理》 13卷1期 (2012/03) Pp. 25-34

https://doi.org/10.29494/LN.201203.0005

摘要

本研究之目的是以護理人員的角度，探討醫院顧客關係管理（CRM）觀點、護理人員與病人之病護關係、護理人員工作滿意度及醫療滿意度等四項構面間之相關性。研究參酌相關文獻及學者專家之建議，將研究構面之病護關係分為有形性、可靠性、回應性、保證性及同理心等五項構面；另將工作滿意度分為內在滿意度及外在滿意度等二項構面，採結構式問卷，以立意取樣調查南投某醫院之護理人員及病人；各50份有效問卷。結果：（1）顧客關係管理觀點對病護關係之有形性、可靠性、回應性及同理心呈正向顯著影響，且對護理人員整體工作滿意度呈正向顯著影響；（2）病護關係之有形性與回應性對病人醫療滿意度呈正向顯著影響；（3）護理人員工作滿意度之內在滿足對病人醫療滿意度，對整體病護關係呈正向顯著影響，而外在滿足僅對可靠性呈正向顯著影響。

關鍵字

顧客關係管理 ； 病護關係 ； 工作滿意度 ； 醫療滿意度

並列摘要

This study probes the correlations among customer relationship management (CRM), patient-nurse relationship, nurses' job satisfaction, and patient satisfaction toward treatment. Based on the relevant research articles and specialist recommendations, the survey results on patient-nurse relationship included five dimensions: tangibles dimension, reliability dimension, responsiveness dimension, assurance dimension, and empathy dimension. The survey used to determine nurses' job satisfaction involved two dimensions: internal satisfaction and external satisfaction. Purposeful sampling was used and data were collected from 50 nurses and 50 patients in a hospital of Central Taiwan. The results demonstrated the following: (1) the CRM had a significantly positive influence on all five dimensions of patient-nurse relationship and nurses' job satisfaction; (2) the correlations between the tangibles and the responsiveness of the patient-nurse relationship and patient satisfaction were both significantly positive; (3) the correlation between nurses' internal satisfaction and both patient satisfaction toward - treatment and all dimensions of the patient-nurse relationship was significantly positive. However, the correlation between the nurses' external satisfaction and the reliability of the patient-nurse relationship was significantly positive.

並列關鍵字

customer relationship management ； patient-nurse relationship ； satisfaction of nursing staff ； satisfaction of medical treatment