藥事人員工作壓力、職場疲勞與離職傾向相關性研究

A Study on the Working Pressure, Job Burnout and Turnover Rate of Pharmacists

陳玉鶴(Yu-Ho Chen)

指導教授 ： 洪錦墩

中臺科技大學/管理學院/健康產業管理研究所/碩士(2011年)

摘要

目的：藥事人員提供藥事相關服務，職責在維護與促進國民之健康。由於社會效率要求與民眾對於健康照護服務品質提高，因此工作環境與壓力帶給藥事人員身心上的疲累負荷，可能造成服務品質下降，可能危及國民健康或造成藥事人員離職增加。本研究目的為瞭解藥事人員工作壓力、職場疲勞程度之狀況，並分析藥事人員的個人特質對工作壓力、職場疲勞及離職傾向之相關性，提供政策參考。
方法：本研究以衛生署登記執業之藥師為研究母群體，依縣市與醫療院所層級採分層系統抽樣，受訪者執業場所區分為醫學中心、區域醫院、地區醫院、診所、藥局與其他等六大類。共發出908份郵寄問卷，回收有效問卷216份，回收率23.78%。
結果：受訪藥事人員，在性別部份，男性佔45.4%，女性佔54.6%；平均年齡為41.9歲，分組後以41至50歲間人數佔32.9%比率較高，藥師工作疲勞度屬於中度疲勞。年齡、婚姻狀況、服務機構、平均工時對個人疲勞有顯著差異；年齡、婚姻狀況、學歷、年資、服務機構、平均工時對工作疲勞有顯著差異；學歷、服務機構、工作職稱、平均工時對服務對象疲勞有顯著差異。技能應用、角色壓力、工作過度投入等因素與藥事人員離職傾向具有相關性。
結論與建議：工作壓力與職場疲勞呈現正相關，當藥事人員工作壓力愈高，職場疲勞度也就愈高；年齡、婚姻狀況、平均月薪、從事藥師總年資、服務機構、工作職稱、技能應用、角色壓力與工作過度投入等因素影響到藥事人員之是否有離職傾向。因此管理者應考慮針對年輕及新近易離職之藥師進行釋壓活動與相關的輔導活動與職前訓練以減少其離職傾向，並提供適當的職前訓練使能適應工作負荷與壓力，以減少離職傾向的發生。改善藥事人員工作壓力、減緩職場環境疲勞，使健康照護服務品質提升，進而確保民眾健康與福祉。

關鍵字

職場疲勞 ； 工作壓力 ； 離職傾向 ； 藥事人員

並列摘要

Objective: Pharmacists provide pharmaceutical services, they are responsible to maintain and promote healthy to people. Since people highly pay attention on the quality and efficiency of health care services, pharmacists get more stress and fatigue during work. This may causes to reduced quality of service, and an increase pharmacists to quit. Purpose of this study is to comprehend their condition of stress and fatigue from the work. And then, analyze the relationship between personal characteristics and stress, fatigue, and turnover intention, to provide policy information.
Methods: The study focus on the population of registered pharmacists from Department of Health. According to county and hospitals system-level stratified sampling, the respondents were divided into workplace practice medical centers, regional hospitals, district hospitals, clinics, pharmacies and the other six major categories. There are 908 questionnaires were mailed and 216 questionnaires were returned, the rate is about 23.78 %.
Results: Respondents from the survey, counted men 45.4 % and female 54.6 %, the group between age 41 to 50 years old counted 32.9 % with higher rates. The average of age is about 41.9 years old. The result shown the rate of fatigue is moderate. Age, marital status, service organizations, the average working hours on personal fatigue are significantly different; age, marital status, education, seniority, service organizations, the average hours of work fatigue are significantly different; education, service agencies, job title, the average work clients when there are significant differences in fatigue. Application skills, the role of stress, overwork and other factors into medicine personnel with relevant turnover intention.
Conclusions: Work stress and fatigue showed a positive correlation that high rate of stress related with high rate of fatigue. There are many causes influence pharmacists decreased, such as age, marital status, average monthly salary, the total length of pharmacists engaged in the service sector, job title, skill applications, the role of stress and overwork. Therefore, managers should consider these effects to release the stress for young or new pharmacists during counseling and pre-employment training to reduce their turnover intention. The result will help pharmacists to improve the stress from work reduce the fatigue from workplace environment, improve the quality of health care services, thus to secure people’s health and well-being.

並列關鍵字

turnover intention ； workplace fatigue ； work pressure ； Pharmacists

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