新冠肺炎疫情期間病人及員工關懷服務實務經驗－以某醫學中心為例

自2020年COVID-19新冠肺炎確診首例境外移入個案出現後，醫療院所啟動疫情期間各項因應措施，其中包括對於確診／疑似病人及員工的關懷服務。本文論述內容為2020至2021年間某醫學中心社會工作室所提供的關懷服務，目的是呈現疫情期間社工師的工作樣貌之一，展現社工師的角色功能。文中先介紹關懷服務方案的內容及進行方式，之後以描述性統計方法呈現實施結果。截至2021年底，總計關懷483人，含疑似382人、確診101人，其中男性198人、女性285人。關懷對象包括病人／家屬、員工、外包人員及照護服務員，以員工283人最多，其次為病人／家屬173人。以年齡分布來看，病人／家屬以50歲以上居多，本院員工以未滿35歲居多。關懷對象所在處以病房居多、占55.3%，其次是旅館／檢疫所、居家。就全體關懷對象來看，社工師的服務內容前三項分別是情緒關懷、物資協助及福利諮詢。藉由對這段服務經驗的省思，我們建議疫情期間成立以關懷任務為中心的跨部門院層級團隊，並指定專人負責；以團隊合作模式提供服務，對於病人／家屬及早進行出院準備、妥善規劃照顧安排；同時對於醫院工作人員進行需求評估及關懷協助，以提高機構的復原力。

關鍵字

新冠肺炎；復原力；關懷；社會工作

並列摘要

After the first imported case of COVID-19 was reported in 2020, medical facilities in Taiwan have commenced various responsive measures against the disease, including care services for suspected or confirmed cases of patients and employees. This paper examines on the care service program provided by a social work office of a medical center from 2020 to 2021, thereby highlighting aspects of tasks undertaking by social workers during the pandemic. In this paper, the content and method of the care service program are introduced before the service delivery results are presented using descriptive statistics. By the end of 2021, 483 individuals had received care services from the program. They were constituted of 382 suspected cases and 101 confirmed cases, 198 and 285 of whom were male and female, respectively. The service receivers included patients and their family members, employees, outsourced workers, and care attendants; particularly, the employees accounted for the highest proportion, followed by patients and their families. Most of the patients and their family members were at least 50 years of age, and most of the employees were less than 35 years of age. Most cases (55.3%) were situated in medical wards, followed by hotels/quarantine stations and home. The 3 most prominent types of services provided by social workers were emotional care, material assistance, and welfare consultation. According to the service experiences observed herein, we suggest hospital-level interdepartmental care teams be assembled during the pandemic, and specific personnel should be appointed as team supervisors. Teamwork-based collaboration models should be used to provide services for preparing patient discharge in advance and devising adequate care plans. Finally, medical professionals should receive needs assessments and care services to improve the overall resilience of medical institutions.

並列關鍵字

Covid-19 ； resilience ； care ； social work

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