慈濟醫療志工服務學習歷程之研究

Research on the Service Learning Process for Tzu Chi Medical Volunteers

沈琮閔(Tsung-Min Shen)

指導教授 ： 張德永

國立臺灣師範大學/教育學院/社會教育學系/碩士(2011年)

摘要

隨著經濟快速發展及科技的日新月異，大大的改善了人們的生活水準，平均壽命不斷增加，但相對的也有許多疾病悄悄的找上門來，因此醫療事業就相應而生，近幾年來更是蓬勃的發展，但除了治癒身體上之疾患，在醫療院所就診過程當中，心靈上的撫慰亦日趨重要，醫療志工們則是扮演醫院與病患及其家屬間重要的溝通橋樑。在國內醫療志願服務體系當中，其服務品質與成效皆有相當表現者，當推慈濟醫院及其醫療志工最為人所讚譽，因此本研究即針對慈濟醫療志工的服務學習歷程進行一系列的訪談，其中包含有服務學習的動機、服務學習內容、學習阻力與因應之道以及學習後對醫療志工個人的收穫。
本研究透過質性研究法，採用深度訪談方式來了解八位慈濟醫療志工服務學習歷程，並且根據所收集而得資料來進行編碼、分析、整理等方式，獲致以下結果:
一、慈濟醫療志工參與慈濟服務的動機是多元且多重性的，經研究發現可以區分為:個人因素、他人因素、信仰因素等。

二、慈濟醫療志工服務學習訓練課程內容分為:志工經驗分享、基本醫課程、簡單護理技巧等三大類。

三、慈濟醫療志工在執行醫療服務過程當中的阻力因素多樣化，但是都能由志工本身找出自己的方式來化解之。其阻力主要來自四大類：個人的能力不足、個人的生理因素、個人的心理因素、情境因素等。因應方式則為:自我調適及成長、向他人請益等。

四、慈濟醫療志工服務學習的收穫內容豐碩，可分成四大類的轉變:個性改善、家庭生活轉融洽、人際網絡更為拓展、他人對自己的看法改觀等。

五、根據上述研究結果，提出對慈濟醫療志工、佛教慈濟功德會相關具體之建議，並對後續研究發展提供相關參考方向。

關鍵字

慈濟 ； 醫療志工 ； 服務學習

並列摘要

Recent years have brought fast paced economic and technological development. While quality of life and life expectancy noticeably improve, with it comes an increase in diseases and ailments. This has led to growth in the medical sector. As physical ailments are being treated, comfort of the spirit is increasingly important. Hospital volunteers in the Taiwan health care system are a critical communication bridge among the hospital, its patients, families of patients, as well as other visitors. In the volunteer service system, certain people are recognized for the quality of their service and results. The Tzu Chi Hospital and volunteers who work there have the highest of reputations in Taiwan. Therefore, this research is focused on the service learning process of Tzu Chi medical volunteers. The research is based on a series of interviews to explore service learning motivation and contents, obstacles to learning encountered by the volunteers and how they overcame them and benefits to the volunteer from the training. In-depth interviews with eight people were used to understand the service learning process at Tzu Chi Hospital. This material was collected, coded, analyzed and organized into the following five areas of results.

1.Motivation for service learning came from many places. Answers could be divided into many factors including belief, personal fator, other factors.
2. Service learning training programs included experience sharing by volunteers, basic medical classes and simple nursing skills.
3.Many service obstacles were uncovered. Volunteers found their own ways to overcome them. There were four main issues: psychological, physiological, situational and ability. Volunteers overcame these many ways, including making personal adjustments, growing and asking advice from others.
4.Volunteers reported many benefits, including shifts in personality, home life, an increased network of personal acquaintances and improvement in how they were perceived by others.
5. From the above results, concrete suggestions are given to Tzu Chi volunteers and to the Tzu Chi Foundation, as well as direction for possible follow-up research.

並列關鍵字

Tzu Chi ； medical volunteers ； service learning

參考文獻

丁仁傑(1999)。社會脈絡中的助人行為:台灣佛教慈濟功德會個案研究。台北：聯經。

呂炯緯(2006)。從社會資本觀點探討慈濟之動態能力—以南亞海嘯賑災為例。 元智大學國際企業學系碩士論文，未出版，桃園縣。

沈六(1997)。服務學習。公民訓育學報，6，頁43-60。

洪素宜(2010)。生命線志工督導員服務學習歷程之研究。國立台灣師範大學社會教育學系在職進修碩士班，未出版，台北市。

楊緒棣(2005)。醫療行銷：以新店慈濟醫院為例 。國立臺灣大學商學研究所碩士論文，未出版，台北市。