The Effects of Staff Nurses' Morale on Patient Satisfaction

護理人員工作士氣對病患滿意度之影響

楊克平(Ke-Ping Yang) ； 黃貞觀(Chen-Kuan Huang)

《The Journal of Nursing Research》 13卷2期 (2005/06) Pp. 141-152

摘要

本描述及相關性研究之目的在探討護理人員之士氣及其對最常被用以檢視病患結果的病患滿意度之影響。以台灣某醫學中心21個內外科單位，住院3日以上並即將出院之265位病患及全體332位護理人員為研究對象。許氏於1981年修改Litwin與Stringerm(1968)之工作士氣量表，及楊(1997)之護理敏感的病患滿意度量表為資料收集之工具。研究結果顯示護理人員之職務及薪資與其工作士氣有關。此外，護理人員之工作士氣並非為病患滿意度的必要影響因素，然卻在區辨病患滿意度之高低上佔了66.7%的鑑別力。鑒於本研究之發現，護理管理者應將努力焦點放在強調護理的關懷本質上；以服務與關懷性的領導方式，正向的影響護理人員對工作的投入與對組織單位的認同。則本研究或可對護理人員工作士氣及護理敏感的病患結果相關的知識本體添加些許貢獻。

關鍵字

工作士氣 ； 護理敏感的病患滿意度 ； 病患結果 ； 護理人員

並列摘要

This study, designed by descriptive and inferential methods, study aimed to examine staff nurses' morale and its effect on patient satisfaction, the most commonly used variable to measure patient outcomes. Data were collected with structured questionnaires from 332 nurses and 265 inpatients in 21 medical-surgical units of a medical center in Taiwan. All registered nurses (RN) among the 21 sample units were recruited and administered with Litwin and Stringerm's (1968) Work Morale Scale, which was modified by Hsu in 1981. A convenience sampling was implemented to select those patients who had been admitted for at least 3 days and were ready to be discharged. Yang's (1997) Nursing-Sensitive Patient Satisfaction Scale was used to measure patient outcomes. The results showed that job position and pay had a significant effect on nurses' work morale. Nurses' work morale may not necessarily be an impact factor on patient satisfaction, but it accounts for 66.7 percent of the discriminate power to predict nursing-sensitive patient satisfaction. in view of the findings, every attempt should be made to highlight the nature of a caring profession. Nursing leaders should put effort into improving nurses' involvement and identification with their organizations, both of which are significant factors associated with nursing unit morale. The findings of this study may contribute to a body of knowledge regarding nurses' work morale and nursing-sensitive patient outcomes.

並列關鍵字

work morale ； nursing-sensitive patient satisfaction ； patient outcomes ； staff nurses

參考文獻

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