照顧管理專員工作壓力、因應策略與留任傾向之相關性研究

本研究目的旨在瞭解照顧管理專員工作壓力、因應策略與留任傾向之相關性，並探討照顧管理專員面對工作壓力時所採取的因應策略，是否可降低工作壓力源與提升留任率。研究對象為目前任職於各縣市長期照顧管理中心為照顧管理專員及照顧管理督導之職務者，進行問卷發放，採匿名方式填寫回收，由於各縣市的照顧管理專員與照顧管理督導有意願填寫問卷的不多，總共發放問卷342份，回收問卷136份，有效問卷134份，無效問卷2份，有效回收率為39%。研究者運用SPSS及Smart PLS統計軟體分別進行敘述統計及假設檢定，分析與整理研究資料。本研究結果如下：由基本資料中得知照顧管理專員與督導人數比例為7:1，女性多於男性，年齡普遍分布在36-40歲族群以上，教育程度普遍分布在大學以上程度，工作年資以1年以下佔多數，畢業科系以護理系（科）居多；其次為社工系（科），轉任前以護理背景居多。一、照顧管理專員的工作壓力與因應策略，於團隊構面呈現正相關而且有顯著性，說明團隊構面對於照顧管理專員的工作壓力越大時，與其運用因應策略上的使用狀況越好，越能降低工作壓力源。二、照顧管理專員的工作壓力與留任傾向，於個人構面、團隊構面及服務單位構面呈現負相關而且有顯著性，說明個人構面對於照顧管理專員的工作壓力越大時，與其留任傾向就越低。三、照顧管理專員的壓力因應策略與留任傾向，呈現正相關而且有顯著性，表示照顧管理專員在壓力因應策略運用的愈好，留任傾向愈高。四、本研究架構的預測能力，R平方達.602，顯見工作壓力與因應策略對照顧管理專員的留任傾向具有預測力。根據以上結論，研究者提出以下建議：一、應設法降低照顧管理人員的工作服務量，及分配不均的情形，並落實員額配置標準。二、積極補足照顧管理人員人力，以因應龐大的長照服務需求。三、照顧管理專員可安排壓力因應策略相關在職教育訓練課程，以增進員工自我在面對壓力時，懂得運用的資源及尋得良好的調適出口。四、照顧管理專員定期進修，或由專業人員及經驗豐富資深、優秀的照顧管理人員帶領，教導處理個案相關問題，甚至經驗傳承，提醒相關注意事項，發揮團隊成員間的相互引導向上的力量。

關鍵字

長期照顧管理中心；照顧管理專員；照顧管理督導；工作壓力；因應策略；留任傾向

並列摘要

The purpose of this study is to understand the relationship between care manager’s job stress, coping strategies and retention intention, explore coping strategies taken care manager’s when faced with job stress, whether to reduce job related stressors and increase the retention rate. The research object is for those who are currently working in the long-term care management centers of the counties and cities for the care manager’s and care management supervision. Questionnaires are issued and collected in an anonymous manner. There are not many people who are willing to fill out the questionnaire because in the long-term care management centers of the counties and cities for the care manager’s and care management supervision.A total of 342 questionnaires were distributed, 136 questionnaires were returned, 134 valid questionnaires, and 2 invalid questionnaires. The effective recovery rate was 39%. The researchers used SPSS and Smart PLS statistical software to perform narrative statistics and hypothesis verification, analysis and collation of research data. The results of this study are as follows: It is known from the basic information that the ratio of care manager’s to care management supervision is 7:1, women are more than men, and ages are generally distributed above the 36-40 age group, and the education level is generally above the university level, and the working years are mostly under one year, and the graduates are mostly in the Department of Nursing; the second is in the Department of Social Work, and the nursing background is mostly before the transfer. 1. The job pressure and coping strategies of the Care Manager are positively correlated and significant in the team's facet. Explain that the greater the pressure on the team's facet for the care manager’s, the better the use of the coping strategies, the lower the source of work stress. 2. The job pressure and retention intention of the care manager are negatively correlated and significant in personal facet, team facet and service organization facet. Explain that the greater the pressure on the personal facet for t the care manager’s, the lower the retention intention. 3. The pressure of the care manager’s is positively correlated and significant in the coping strategies and retention intention. It means that the better the care manager’s is using the stress coping strategies, the higher the retention intention. 4. The predictive power of this research structure, R squared to .602. It is obvious that the job pressure and the coping strategies are predictive of the retention intention of the care manager’s. Based on the above conclusions, the researchers made the following recommendations: 1. We should try to reduce the amount of work and service of care managers, and the uneven distribution, and implement the staffing standards. 2. Actively complement the manpower of management personnel to meet the huge demand for long-term service. 3. The care managers can arrange stress-related strategies for on-the-job education and training courses to enhance the staff's self-discipline in the face of stress and to find good adjustments in exports. 4. The care manager’s will study regularly, or be led by professionals and experienced senior and excellent care managers to teach and deal with case-related issues, even experience inheritance, remind relevant precautions, and exert the strength of mutual guidance between team members.