緊急醫療救護志工對救護任務效能評估之研究-以新北市為例

A Study on the Evaluation of the Effectiveness of Rescue Mission: Emergency Medical Rescue Volunteers Citing New Taipei City as an Example

楊宗銘(Tsung-Ming Yang)

指導教授 ： 詹益臨

共同指導教授 ： 蕭良豪(Liang-Hao Hsiao)

健行科技大學/工學院/土木工程系空間資訊與防災科技碩士班/碩士(2017年)

摘要

為維持緊急醫療救護任務之品質，需先要了解與探討消防單位裡額外的民力資源之志願服務組織「緊急醫療救護志工」。而本研究將盡量少以學理較深奧的統計學之外，以更簡單的方式化繁為簡的來評估緊急醫療救護志工的效能。
首先，以兩個層面來研究。第一層面為質性之研究，以半結構的方式做深度訪談，並與長官、大隊幕僚及資深人員進行專家訪談並同時收集資料，以瞭解不同角度之觀點來確立問題之導向。第二層面為量化之研究，本研究欲以頻次分析(frequency analysis)、狩野模型(Kano Mode)及重要度－滿意度模式(Importance-Satisfaction Model，I-S Model)為分析工具，並以客觀之觀點來評估與檢視；當救護志工於救護任務時，其特性對受益方(消防警察)其效能及重要程度為何?方能做為日後志工救護效能之精進、改善與修正的指標。
最後，綜合其上述之研究方法，並依資料分析緊急救護志工之效能，將其研究結果之優點與缺點，可提供有關單位進一步探討，以增進擴大緊急醫療救護技術的人力教育訓練之基礎；另可作為提供相關的主管機關對於未來緊急救護技術人員的發展與培訓或定位方向之參考。以增強地區基層消防救護人力的不足之處，相信能對地區緊急救護品質之提升有所幫助。

關鍵字

緊急醫療救護 ； 志願服務 ； 志工 ； 狩野模型

並列摘要

To maintain the quality of emergency medical rescue missions, we need to understand and discuss “emergency medical rescue volunteers,” a volunteering service organization, which serves as extra human resources in the fire-fighting unit. Instead of profound statistics, this study uses more simple ways to evaluate the effectiveness of emergency medical rescue volunteers.
First, the study is conducted from two aspects. In the qualitative study, the semi-structural method is used to conduct in-depth interviews. I interviewed experts such as officers, their aides, and senior workers and collected data to understand the viewpoints from different angles, ensuring the directions of the problems.
Second, in the quantitative study, this study uses frequency analysis and Kano Mode as an instrument of analysis to make an evaluation in an objective way. When the rescue workers engage in a rescue mission, what is the effectiveness and importance for the beneficiaries (fire-fighting policemen)? This can serve as an indicator for the volunteers to improve and revise their work.
Finally, according the above study methods, we use data to analyze the effectiveness of emergency rescue volunteers. The pros and cons will serve as a foundation for the related units to further discuss and expand the educational training of human power of emergency medical rescue. In addition, it can serve as references for the related authorities to develop and train emergency rescue technicians in the future. This can make up for the insufficiency of the human power of fire-fighting rescue on the grass-roots level. And it is believed that this can also promote the quality of regional emergency medical rescue.

並列關鍵字

emergency medical rescue ； volunteering service ； volunteer ； Kano Mode

參考文獻

一、中文文獻

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