以個人知識發展過程探索個案管理師之角色衝突與成長

Exploring Roles Conflict and Mitigation Strategy for Cancer Case Manager

吳易霖(Yi-Lin Wu) ； 葉莉莉(Li-Ly Yeh) ； 張嘉蘋(Jia-Ping Chang) ； 柯乃熒(Nai-Ying Ko)

《腫瘤護理雜誌》 10卷S期 (2010/12) Pp. 47-55

https://doi.org/10.6880/TJON.201012/SP_10.06

摘要

個案管理模式在醫療、癌症病人、護理上創造了三贏的局面，並成功拓展進階護理的角色，但國內各機構對於個案管理師所扮演角色功能的不同，個案管理師在面對各方期待下容易發生角色的衝突，進而引起負面的效益。本文在個人知識發展過程中，探索個人擔任個案管理師角色之過程裏所發生的衝突與調適，發現主要調適策略是開啟積極學習的態度、以有意義的紀錄刺激自我反思、分享經驗與他人回饋過程中匯整個人知識成長、轉化自我內在行為再出發。期待筆者在擔任個案管理師的知識發展過程經驗能激勵更多優秀護理人員的加入，共同創造並實現進階護理之角色。

關鍵字

個案管理師 ； 角色衝突 ； 調適 ； 個人知識

並列摘要

The emergence of Case Management model in clinical practice has created a beneficial environment for uniting the 3 parties involved in cancer care-medical treatment team, cancer patient, and nursing care team. The model has also successfully evolved the progressive nursing role of the case manager. But, there is a lack of consensus on the detailed functional role in the clinical community in Taiwan. In this article, the author wants to share his personal experiences in his effort to satisfy multi-facets expectations, and in the developmental process to cope with multi-roles conflict. The author has explored several mitigation strategies, namely an eagerness to learn, introspection from personal activity journal, sharing of newly acquired personal experience, and solicitation of feedback from others. As new knowledge and practical skills are acquired, they are internalized and assimilated, to improve continuously on effective administration of the role, and minimization of role conflicts in coordination. The author hopes that his sharing of his role development effort and positive outcome would attract more distinguished nursing personnel to join and evolve the progressive nursing role of a cancer case manager.

並列關鍵字

case manager ； role conflict ； mitigation ； personal experience