照顧服務員職場暴力之探討

The Studies of Workplace Violence in Care Attendant

謝麗如(LI-JU HSIEH)

指導教授 ： 馬財專

國立中正大學/社會科學院/勞工關係學研究所/碩士(2016年)

摘要

2015年6月5日立法院正式三讀通過長照服務法且超高齡化的社會已逼近之下，長期照護系統的完善建制，不可缺少之一就是需要大量的照顧服務員投入，然而照顧服務員在進入案主家中服務是屬於隱密的空間，在這空間內如何提供一個安全又舒適的環境呢？本研究針對新北市及台南市居家服務單位為例，各訪談六個照顧服務員及各一名督導，共計十四位訪談對象，以瞭解現行照顧服務員遭遇到職場暴力時，是如何面對及處理相關問題，而督導員又如何從旁協助照顧服務員處理後緒問題。
研究結果發現，照顧服務員針對言語暴力都是會以一種被動且同情的方式逃避案主的言語暴力。肢體暴力方面則是普遍認定因案主在施以暴力時，動作是無法快速執行，所以在未施以暴力時，照顧服務員通常是可以阻擋或閃過的方式，避免肢體暴力的發生。就其性騷擾部分則是雖然有勞動法令的保障，但至案主家中是屬於隱密的空間，還是需要靠照顧服務員本身自己先行保護措施，才得以自保。
本研究建議從這幾個方面著手進行：一、言語及肢體暴力方面：以分層分級的方式，將其照顧服務員依照專業程度給予相當認證，故符合資格或是通過測驗者，也可以從事教學的課程，將其經驗分享或傳授給新進的照顧服務員，以達到更佳貼近照顧服務員本身的訓練需求；二、通報機制設施方面：結合案主家中附近警察單位或里民服務處串連成一個緊急連絡網；三、性騷擾方面：理應要求照顧服務員在穿著方面，應該以保守衣物為主，本研究建議因由服務單位提供統一制服的方式發放給照顧服務員，在服務的過程之中如有發現異處，應該適時地加以記錄下來並通報給協會或機構知悉，不能以同情的角度去看待案主，而是要站在保護自己的角色，免於讓自己跌入不安的環境之中。

關鍵字

照顧服務員 ； 居家照顧服務 ； 職場暴力 ； 長期照顧

並列摘要

Legislature Yuan officially announced The Third Reading bill of long-term care services in June 5, 2015. The phenomenon of the ultra-aging society and nearly perfectly established long-term care system have resulted in an indispensable demand on huge amount of nursing-care staffs. How to offer a safe and comfortable working environment in a private house for in-home-care-service staffs is an issue that service providers need to take into consideration.
This study focuses on New Taipei City and Tainan City home service units, and interviewed six in-home cares and a supervisor in each city. A total of fourteen interviewees as sample. This interview leads to the understanding of how in-home-cares face and deal with bully, harassment and violence behavior from patients, as well as how their supervisors take care of their staffs and follow up such threatening issues.
Bully and violent behavior can be defined as verbal and physical violence. The study revealed that majority of in-home cares are sympathetic towards patients and are passively neglect their verbal violence. In terms of physical violence, the interviewees generally could dodge and prevent from patient’s attack as a result of their ability. Patients have limited movement acting violence, and are often very slow.
As far as sexual harassment is concerned, even though there is Labor Legislation protecting in-home cares, the caring service is delivered in patients’ private own house, therefore, nursing-care staffs should have protective measures in order to protect themselves.
Finally, recommendations for the issues that have been mentioned above are summarized in four aspects. Firstly, bully and violent behavior: in hierarchy ways, Care Attendant is according to accreditation, so quality or pass the exam will be teach another and share experience or new care attendant, and close to care attendant’s training needs; Secondly, monitoring facilities: In-home care service provider should establish emergency contact networks between the town halls or police stations and care service staffs. Thirdly, sexually harassed: requirement should be care attendant’s wearing, as the main conservatism clothing, need to uniform clothing for care attendant. In home cares should record all the issues whenever feel uncomfortable and then report to employer or authority. Cares should also place their health and safety in priority, but not their sympathy, in order to avoid leading themselves into risky and dangerous circumstance.

並列關鍵字

Care Attendant ； Workplace Violence ； Home Care Services ； Long-term Care

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