仁濟安老所面對嚴重急性呼吸道症候群(SARS)危機處理經驗分析

嚴重急性呼吸道症候群(SARS)自境外移入第一個案例開始，政府即採取一系列因應策略，初期傲人三零記錄原以為可以被有效控制，但在台北市和平醫院與仁濟醫院相繼發生院內群聚感染後，反而造成全台灣醫療院所大浩劫。仁濟醫院因未知的SARS疑似或可能病例住院未做適當隔離處置，因而產生院內感染導致封院。仁濟安老所與仁濟醫院同屬「仁濟院」附設機構，仁濟安老所也在這次事件中受到影響，全體員工與住民共同經歷了一場特別的考驗與學習。本文按危機發展時序，提出在各階段中應注意事項及作法，並以管理上有效的領導，快速的行動，資訊的透明化三方面來分析。一般企業對危機意識存在較高的警覺性，而非營利組織在管理上對危機的應變上較無經驗，面對緊急事故，較無如一般企業之利潤上有明顯損失，但若因此而降低服務品質，或改變組織既有結構，其影響更大。非營利組織如何學習在多變的環境中面對桃戰進而永續發展，是這次事件帶來的省思，尤其是老人安養護機構，為能使年長者有一個健康安全的生活空間，面對危機只有透過不斷的學習與團隊合作才能建構屬於自己的危機管理機制。

關鍵字

仁濟安老所；危機處理；嚴重急性呼吸道症候群

並列摘要

Severe Acute Respiratory Syndrome (SARS) is a syndrome and not a specific diagnosis; it is usually associated with close contact with another case, abrupt onset of fever and systemic symptoms with a respiratory component which progresses. An outbreak of SARS has been reported following in the country of China, Hong Kong, Singapore, Canada and Taiwan. It is becoming quite clear that Taiwan has been severely affected by SARS. The present paper is to examine the risk management on SARS issue in a private elderly institution located in Taipei County. Based on this analysis, the authors focus on the risk management process, and finally uses three factors: speed of action, leadership and transparency to scrutinize the further management intervention and development.