醫院員工的衝突處理模式及職場暴力相關性之探討

A Study on the Relationship between Workplace Violence and Conflict Handling Intention among

林惠美(Hui-Mei Lin)

指導教授 ： 李素幸

共同指導教授 ： 何聖佑

長榮大學/健康科學學院/職業安全與衛生學系(所)/碩士(2012年)

https://doi.org/10.6833/CJCU.2012.00006

摘要

職場暴力已被認為是職業危害之一，醫療產業發生職場暴力比其他產業高出四倍多。衝突是社會互動行為，會因個人的背景、工作性質，事件的知覺，而產生衝突對立，引發暴力行為。本研究目的主要探討醫療院所員工遭受職場暴力的現況與衝突處理模式相關性。
本研究以南部某區域教學醫院服務滿一年員工950人為對象進行問卷調查，以立意取樣做橫斷性研究，有效問卷回收率91.26%。研究結果發現機構員工多數人衝突處理模式會採取「整合」及「妥協」方式，最不常用為『支配型』。過去一年中職場暴力盛行率言語暴力佔最高為22.5%、肢體暴力2.5%、性騷擾為2.7%，整體而言病人、親屬或其朋友為主要的暴力來源(48-73%)，但員工間的暴力也佔27-52%；進一步交叉分析發現遭受肢體暴力經驗者在『支配型』傾向高於無此經驗者 (p<0.01)，相反的沒有肢體暴力及言語暴力者『逃避型』傾向高於有此經驗者 (p<0.05)。受到職場暴力會呈報比率只有36.77%,約只有1/3的人有呈報意願。
本研究的結果顯示職場暴力在醫療院所內除了外來的病人及家屬外，員工間的暴力也不容忽視。此研究結果可作為管理者及員工間預防職場暴力的參考，機構必須正視及處理員工的身心狀況或暴力行為。建議機構比照病人安全通報方式妥善規劃完整的職場暴力通報機制，在推動病人安全的同時也要提升職場工作安全，期望建立一個對暴力事件「零容許」的醫療職場文化，提供安全工作環境及醫療品質。

關鍵字

醫院員工 ； 職場暴力 ； 言語暴力 ； 肢體暴力 ； 性騷擾 ； 衝突處理模式

並列摘要

Workplace violence is regarded as one of the occupational hazards. Workplace violence occurred in health care industry are four times higher than in other industries. Interpersonal conflicts are common in social interactions. Conflicts may arise from the differences in personal backgrounds, job characteristics and perceptions of the events. Conflicts may even lead to violence behaviors. This study aims to investigate the prevalence of workplace violence, conflict handling intentions and the associated factors.
This is a cross-sectional study where 950 purposive sampled employees, with at least one year work experience from one of the regional teaching hospitals in southern Taiwan, were invited to participate in a questionnaire survey. Response rate of this survey was 91.26%. The results showed that the most common conflict handling intentions were the type of integration and compromise, and the least common was the type of domination. During the previous year, verbal abuse (prevalence of 22.5%) was the most common type of violence, followed by sexual harrasement (2.7%) and physical violence (2.5%). Overall, patients and their relatives or friends were the primary source of violence (48-73%), yet violenceween employees was also accounted for（27-52%）. Further analysis revealed that on the domination tendency, those who had experienced physical violence were higher than those who did not (p<0.01); contrarily on the avoidant tendency, those who did not experienced physical violence and verbal abuse were higher than those who did not. The reporting on the violence events was 36.77%.
Results of this study showed that the sources of violence not only came from patients and their relatives, but also from coworkers. This situation should not be overlooked. The study results can provide workplace managers the basis for prevention of workplace violence. Health care industry should face and deal with workplace violence and employees,mental and physical conditions. We suggest that health care industry establish a well-planed workplace violence reporting system and a culture of“zero tolerance”to violence to provide safety workplace environment and good quality of medical service.

並列關鍵字

Hospital Staff ； Workplace Violence ； Verbal Abuse ； Physical Violence ； Sexual Harassment ； Conflict Handling Intention

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