我國醫院職場暴力之探討-以雲林、嘉義地區醫院為調查對象

An Exploration of Workplace Violence in Hospitals: A Survey of Hospitals in Yunlin and Chaiyi Districts

陳柏年(Po-Nien Chen)

指導教授 ： 許繼峰

國立中正大學/社會科學院/勞工關係學研究所/碩士(2013年)

摘要

近年來台灣醫院講究成本控制，部分的醫院採取限制醫療業務量及減少人事支出的措施來維持醫院收益，造成人力縮減的情境，而醫院在加強重視病患安全及強調顧客至上的工作環境下，工作壓力增加，但卻未相對提升醫護人員自身的工作環境品質，因而造成醫院普遍未重視工作者面對職場暴力的各項改進方案。
因此希望透過本研究，試圖瞭解台灣醫院工作人員遭遇職場暴力行為之現況？其次探討暴力行為與個人特質（如：年齡、性別、婚姻狀況、年資、職稱、教育程度）與不同的工作環境因素（如：醫院類別、工作單位、輪班與否、同仁人數與病患互動的頻率）彼此間之相關性為何？最後是研究暴力對其工作人員影響及醫院工作者對於醫院所擬定出之醫院暴力事件改善措施滿意度。並依據研究的結果協助醫院擬定醫院的防範措施以防止及降低醫院員工受暴力攻擊的傷害威脅，建立優質與健康安全的工作環境。
本研究以雲林、嘉義九家醫院工作人員為研究對象，回收有效問卷355份，經由統計分析獲得以下重要發現：

1. 雲林、嘉義地區，醫院發生肢體暴力的盛行率達15.2％、口頭侮辱盛行率較高達55.8％。
2. 暴力多發生在醫院「急診」單位。
3. 醫院員工遭遇職場暴力後多「未採取任何行動」。
4. 職場暴力會增加醫院員工的工作壓力與影響工作態度。
5. 醫院員工對主管處理方式多不滿意。
6. 「保全措施」與「教育訓練」被認為是最能有效阻止職場暴力的政策。

關鍵字

心理暴力 ； 肢體暴力 ； 職場暴力

並列摘要

For the past few years, cost control is stressed in Taiwan hospitals. In partial hospitals, limitation of medical treatment quantity and decrease of personnel expense are taken actions to maintain hospital revenue, then it causes personnel downsizing. However, hospitals emphasize patient’s safety and customer first; therefore, under this kind of working environment, medical personnel feel increase of working pressure, but the quality of working environment doesn’t be improved comparatively. It makes the improvement of workplace violence doesn’t be taken seriously in hospitals.
The purposes of this study are to understand the condition of staff encountering workplace violence in Taiwan hospitals, and to discover the connections among violent behavior, personal profile (ex. age, gender, marriage, etc.), and different working environment factors (ex. hospital type, working division, colleague numbers , etc.) The last purpose is to realize the effect on the personnel who encounter violence and hospital staff satisfaction of workplace violence improvement approaches that have been established already. Then, according to the result, hospitals can be assisted to set precautions to prevent hospital staff from violent attack, so that, hospital staff can work in a high quality , healthy and safe working environment.
The object of study is work force of nine hospitals in Yunlin and Chaiyi. Total quantity of effective questionnaires is 355, and by means of statistical analysis, the important findings are as below:
1. In Yunlin and Chaiyi areas, 15.2％ of hospital staff suffered from workplace physical violence, and up to 55.8％ of them suffered from verbal violence.
2. The violence mostly happens in emergency room.
3. When hospital staff members encountered workplace violence, most of them didn’t take any actions.
4. Workplace violence increased staff’s working pressure and affected their working attitude.
5. Hospital staff didn't satisfy with the ways that their supervisors deal with the violence.
6. Security measures and traninigs are considered as the best policy to prevent workplace violence.

並列關鍵字

psychological violence ； physical violence ； workplace violence

參考文獻

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張孟源、盧言珮，2011B，〈醫療暴力-不能忽視的公共危險犯罪〉，《台灣醫界》，54卷8期，頁37-42。

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