SARS: Key Factors in Crisis Management

本研究的目的乃在探討台北市某醫院自2003年3月至7月急性呼吸道症候群(Severe Acute Respiratory Syndrome, SARS)疫情危機中，如何全身而退的致勝因素。由於該院地處疫情中心，該段期間通報住院SARS病患有104名，但不曾傳出任何負面的醫療業務訊息。本研究即在探討其在SARS危機期間能平順度過的關鍵因素，以歷史文件回顧法及深度訪談法分析該院SARS危機處理成功的關鍵因素如下：1.危機處理的時間點；2.決策的周延性；3.執行的落實性；4.有效的溝通；5.員工對主管的信任。本研究的結果可作爲疫情危機中醫院管理的參考。

關鍵字

急性呼吸道症候群；危機管理；傳染病；醫院生機；流行病

並列摘要

This study was conducted at a single hospital selected in Taipei during the SARS (Severe Acute Respiratory Syndrome) outbreak from March to July, 2003 in Taiwan. During this period of time, 104 SARS patients were admitted to the hospital. There were no negative reports related to the selected hospital despite its being located right in the center of an area struck by the epidemic. The purpose of this study was to identify the key factors enabling the hospital to survive SARS unscathed. Data were collected from in-depth interviews with the nursing directors and nursing managers of the SARS units, along with a review of relevant hospital documents. The five key elements identified as survival factors during this SARS crisis are as follows: (1) good control of timing for crisis management, (2) careful decision-making, (3) thorough implementation, (4) effective communication, and (5) trust between management and employees. The results of this study reconfirmed the selected hospital as a model for good crisis management during the SARS epidemic.

並列關鍵字

SARS ； crisis management ； contagious disease ； hospital survival ； epidemic

參考文獻

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