醫院照顧服務員之情緒智慧、職場疲勞與離職傾向之研究

目的：護理人力資源有限下，醫院照顧服務人員成為住院病人最重要的幫手，對雙薪家庭來說醫院提供照顧服務人員解決家人無法陪病，病患的生活照顧問題。但因長期照顧產業亦有極大的照顧人力需求，因此臺灣醫院中亦有照顧服務員人力缺乏的問題，是不得不正視之問題。本研究之目的是探討醫院照顧服務人員情緒智慧、職場疲勞對離職傾向之影響。方法：本研究採用自填結構式問卷進行調查，研究對象以彰化地區的醫院照顧服務員為母群體，研究採立意取樣選定彰化三家醫院，研究對象納入條件為20歲以上在該醫院任職滿三個月以上之照顧服務員。問卷共發出149份，回收有效問卷85份，問卷回收率為57.05﹪。結果：受訪之醫院照顧服務員女性有56人佔整體受訪者之65.88﹪，年齡分布以41至50歲者居多，佔30.59﹪；服務醫院以地區醫院佔50.59﹪居多。情緒智慧各分量之平均得分與標準差為情緒自我察覺50.76（14.07）、人際關係管理66.00（12.46）、察覺他人情緒64.06（14.85）、自我情緒管理61.94（13.65）、自我激勵能力之分別為65.76（14.61）。以邏輯斯回歸模型分析影響醫院照顧服務人員離職傾向與否之原因分析發現，結果發現在情緒智慧部份，自我激勵能力增加1分，便會減少9%的離職傾向。在職場疲勞部份，個人疲勞每增加1單位，便會有1.21倍的離職傾向，服務對象疲勞每增加1單位，便會有1.805倍的離職傾向。在服務單位部份，呼吸照護病房相較內婦兒科病房每增加1單位，便會增加20.93倍的離職傾向。而醫院附設護理之家相較內婦兒科病房每增加1單位，便會增加25.32倍的離職傾向。在大小夜班情形部份，每月11~15日夜班相較於每月5日以下每增加1單位，便會增加20.23倍的離職傾向。結論：醫院照顧服務員的情緒智慧與職場疲勞對離職傾向有部分的影響，建議相關單位可以更加注意及關心醫院照顧服務員的情緒智慧培養與職場疲勞及服務單位與服務班別之安排，以降低離職傾向。鼓勵醫院照顧服務員可藉由參與休閒活動適時的放鬆，以減低個人疲勞，提高自我激勵能力，進而提高照顧品質，以降低離職傾向更有助於減少人員更替，強化照顧品質。關鍵字：醫院照顧服務員、職場疲勞、情緒智慧、離職傾向

關鍵字

醫院照顧服務員；職場疲勞；情緒智慧；離職傾向

並列摘要

Purpose：With the limited resources of nursing, hospital nursing attendants become the most important helper for inpatients. As to double-income family, the hospital provides hospital nursing attendants to solve problem that the family cannot accompany the sick and take care of the patients’ life. Due to the great manpower need to take care in long-term care industry, there is also a problem about lack of hospital nursing attendants which has to be faced squarely in Taiwan hospital. This research aims to discuss the influence of hospital nursing attendants emotional intelligence and occupational burnout on turnover intention. Method: This study used structured self-assessmentquestionnaires to conduct a survey. We chose the hospital nursing attendants in Changhua area as the study main group, and the study used purposive sampling to select the three hospitals in Changhua. The subjects had to work in the hospital for more than three months and needed to be over 20 years old. A total of 149 questionnaires were sent out, and 85 valid questionnaires were collected. The recovery rate of the questionnaires were 57.05 percent. Result: There were 56 female hospital nursing attendants for this interview, and it accounted for 65.88% of the overall respondents. The age distribution were between 41-50 years old predominated in this interview accounting for 30.59%. Service hospitals accounted for 50.59% which predominate in regional hospitals. The scoreresult about each component of emotional intelligence which in the emotional self-perception got average score 50.76, standard deviation 14.07, management in interpersonal relationship got average score 66.00, standard deviation 12.46, emotional awareness of others got average score 64.06, standard deviation 14.85, self-emotional management got average score 61.94, standard deviation 13.65, and the ability of self-motivationgot average score 65.76, standard deviation 14.61.Analysis of the reasons for the influence of the turnover intention of nurse aides by logistic regression model found that for every 1 point increase in self-motivation ability may decrease 9% turnover intention.In the part of the occupational burnout,for every 1 unit increase in personal fatigue, there will be a 1.21 times turnover intention,And for every 1 unit increase in Service object fatigue there will be a 1.805 times turnover intention.In the service unit, the respiratory care ward will increase the turnover intention by 20.93 times for each additional point comparing to the internal pediatric ward. The hospital attached nursing home will increase the turnover tendency by 25.32 times for each additional point comparing to the internal pediatric ward. In the case of graveyard shift and night shift, each night shift from 11 to 15 days per month will increase by 20.23 times the turnover tendency of each below 5 days per month. Conclusion: The emotional intelligence and occupational burnout of the hospital nursing attendants has a partial impact on turnover intention. We suggested that the department concerned can pay more attention and care about the emotional intelligence training and occupational burnout of hospital nursing attendants and the arrangement of service units and service tables to reduce the turnover intention. In order to decrease the personal fatigue and increase the ability of self-motivation,hospital nursing attendants can participate in leisure activities. It can improve and strengthen the quality of care and reduce the turnover intention. Keywords: hospital nursing attendants, occupational burnout, emotional intelligence, turnover intention