醫院志願服務督導管理之研究－以馬偕紀念醫院贊助會為例

南華大學機構典藏系統 > 管理學院 > 企業管理學系(管理科學碩/博士班,非營利事業管理碩士班) > 博碩士論文-非營利事業管理碩士班 > Item 987654321/21574

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题名:	醫院志願服務督導管理之研究－以馬偕紀念醫院贊助會為例
其它题名:	The Study of Volunteering Supervisory Management in Hospital--The Case of Auxiliary Volunteer Service within Mackay Memorial Hospital
作者:	陳明傑 Chen, Ming-Jie
貢獻者:	非營利事業管理研究所呂朝賢 Chao-Hsien Len
关键词:	志工督導;志工管理;督導管理;馬偕紀念醫院;醫院志願服務 Supervisory Management;Volunteer Supervisor;Voluntary Management;Voluntary Service in Hospital;Mackay Memorial Hospital
日期:	2004
上传时间:	2015-06-16 15:45:25 (UTC+8)
摘要:	醫院的志願服務工作是志願服務領域裡較早開始的一種；一般而言，多數大型教學醫院中多設有志工隊，並有規模較大、服務組別較多、專業性較高和管理面向較廣等特色，以馬偕紀念醫院贊助會為例，其志工人數就多達820人，服務組別則有9個之多。因此，平心而論，如此龐大的人力如何管理，對各個運用志工的醫院皆是一種挑戰，是故瞭解現行醫院志願服務督導管理體制的優缺點，以及其發展上的困境與轉折，對其它運用志工的組織當有實務上的參考價值，更進一步的其管理運作模式是否能有效進行典範移轉於不同類型的組織，亦是值得去探究的區塊。　　　　基於上述緣由，本研究欲以在醫療志願服務發展歷程上，具有相當代表性的馬偕紀念醫院贊助會為研究個案，探討有關醫院志願服務督導管理體制的現況、演變歷程與轉變後之成效等問題，以作為進一步研究的檢視依據，主要有下列四項研究目的：1. 瞭解馬偕紀念醫院贊助會志願服務督導工作之建立歷程；2. 探討影響馬偕紀念醫院贊助會改變志願服務督導管理體制之相關因素；3. 分析馬偕紀念醫院贊助會改變志願服務督導管理體制之後，整體志工人力資源的運作成效；4. 對馬偕紀念醫院贊助會現行之志願服務督導管理體制作SWOT分析，以提供其未來在志工方案的規劃與運作上，有一新的思考方向。　　　　為了達到上述的研究目的，本論文採用質主量輔的研究方式，依據文獻探討及個案文件檔案資料作為理論基礎，分別編制了「深度訪談大綱」與「醫院志願服務督導管理問卷」作為研究工具。其中，深度訪談部分，係採立意取樣的方式，在訪談的過程中，基於考量資料蒐集的深度與廣度，將避免僅訪談同質性高的研究樣本，因此將訪談對象區分為五類，每一類以訪談至各類別飽和為基本原則，總計共10位接受訪談；另外，就問卷部分，仍是採立意取樣的方式，對台北院區與淡水院區早、中、晚前去服務的約聘義工施測，原則上已服務一年以上的約聘義工方進行之，因此調查對象實質上為748人，實際發放問卷數有400份，拒答與未繳回問卷的份數有109份，總計施測291份，扣除填答不明的無效問卷32份，共獲得259份的有效問卷作為分析之用，有效回收率為64.75％。資料分析結果發現：　　一、馬偕紀念醫院建立志願服務團隊的起因，早期是受其使命宗旨驅使下所建立的，亦即協助醫院對求診病患施予完整的身、心、靈醫療；中期時，運用志工人力的主要原因逐漸轉變為多方協助醫院內部行政事務的工作；近期時，則為了因應管理上的需求，設置專人督導義工，至此馬偕紀念醫院的志願服務督導工作方正式開始全面執行。然而不管哪個時期，服務重點皆在對於「人的關懷」上。二、馬偕紀念醫院志願服務督導管理的整個發展歷程中，有許多因素影響其擴張發展，可分為內部環境因素與外部環境因素兩個層面。其中，內部環境因素又可區分為四個層面，這四個層面分別是醫院政策因素、贊助會體制因素、社工師督導管理因素及義工維繫因素等；外部環境因素下則又可區分為國家法規因素、政府政策因素、社會期待因素及同業競爭因素等。這些因素交互作用下，對於其策略上的規劃、志工管理的方式、督導上的運作，以及成員間互動關係的維繫，產生了決定性的影響，並進而促使醫院及贊助會調整其督導管理志願服務工作的方式。三、馬偕紀念醫院贊助會因應環境上的變動，調整了自身的策略執行目標、志工管理方式、督導運作方式，以及成員間互動頻率與管道，並獲致了相當不錯的成果，這些成果包含義工人力的穩定性提高、義工服務的有效性增加、義工歸屬感的提升，以及外界組織的認同等。四、經由對馬偕紀念醫院贊助會所作的SWOT分析中，總結發現其核心利基就是其長期發展以來所堅持的策略，亦即「嚴格甄選訓練義工」，這是現今很多教學醫院尚無法做到的區塊，亦非在短期發展的歷程中，就能將其作到盡善盡美的事，舉凡甄選面試制度的建立、訓練課程的安排、師資陣容的調整、直屬機構的支援及附屬單位的配合等事項，這些事項的執行是需靠長期渾沌中的摸索，經驗上的累積，才能做到，才能建立的依循體制。　　最後，依據文獻探討與本研究結論，茲提出下列幾項建議：一、對醫院管理階層的建議：　（一）塑造更多元開放的就醫環境　（二）釐清院牧部與贊助會間的服務界限　（三）強化贊助會小組的角色功能　（四）調整贊助會的運作層級　（五）重視義工的需求與感受二、對贊助會社工師的建議　（一）明確劃分彼此工作權責　（二）修正義工服務工作手冊　（三）建構完善的義工人事資料庫　（四）確實執行志工管理相關業務　　The hospital volunteer is exactly the first developed block within the volunteer service fields; in general, most educational hospital center are staffed with the volunteer organizations available for the features of large scales, versatile professionals and management aspects. We take the auxiliary volunteer service of Mackay Memorial Hospital for example with volunteering numbering highly to 820 persons and 9 service teams staffed. On the whole, such a good number of volunteer labor resources will be exactly the challenge for the other hospital’s capability about the labor management. Thus, to well know about the disadvantages and advantages of the management system of hospital volunteers and the development hardship and changes, will be quite valuable reference for other volunteer organizations with the further discussion and investigation about the applicability for the said management systems exerted onto various volunteer organizations. It is really the block worthy of our further research.　　　　Based on the foresaid causes, this research is aimed at the development history of hospital volunteer organizations and the auxiliary volunteer service of Mackay Memorial Hospital is quite representative available for our individual case study. We can discuss the current conditions of the supervision and management systems, the development and change history and the effects after change and development for the organizations of hospital volunteers as the reference for further inspection and review. There are mainly 4 aims herein: 1. to realize the establishment history for the supervisory management of volunteer teams within the Mackay Memorial Hospital; 2. discuss and investigate the relevant causes about the change and development for the supervisory management of volunteer teams within the Mackay Memorial Hospital; 3. analyze the overall volunteer labor management effect after the supervisory management of volunteer teams within the Mackay Memorial Hospital has been changed and developed; 4. conduct the SWOT analysis onto the current supervisory management of volunteer teams within the Mackay Memorial Hospital so that we can provide another new thinking version and levels for the available projects and operations of volunteer labor resources.　　　　In order to reach the foresaid research goals, this article is adopted with the main focus on quality and minor exploration on quantity. According to the theoretic basis of document review and case study, we respectively create the “Deep Interview Outline” and “The Questionnaire for Hospital Volunteering Supervisory Management” for research methodology. Among them, the proportion of “Deep Interview Outline” is adopted with the immediate sampling. Within the interview process, based on the consideration of the depth and width of data gathering, we avoid questioning about the sampling respondents of high similarity. Thus, the subject zones are classified into 5 types. Each type is principally interviewed to the maximum questioning materials. There are totally 10 respondents interviewed. On the other hand, the questionnaire is also adopted with the immediate sampling against the contractual volunteers of Taipei Branch and Tamgsui Hospital during the morning, noon and evening hours. The interview will be principally exerted onto the volunteers with the seniority of 1 years above. Thus, the valid interview subjects are 748 persons and the actually release questioner number is 400. The refused or unanswered questionnaire respondents are totally 109 persons. The total examines are 291 persons deducted from 32 invalid questionnaires with totally 259 valid questionnaires for analyzing. The valid receiving rate is 64.75％ with the analysis data shown that: 　　1. The initial cause to establish the volunteer organizations in the Mackay Memorial Hospital was actually driven by the religious passion; namely, the volunteers helped the patients within hospital with the physical and metal medical treatment. During the intermediate period, the adoption of volunteer labors is gradually changed into the assistance for hospital administrative affairs. Recently, due to the managerial demand, it is staffed with the professional experts to instruct the volunteers with the volunteer organizations within the Mackay Memorial Hospital entirely exerted for volunteer supervised work. However, no matter what period it is, the service emphasis is always oriented to “people care first”. 2. Within the overall development and history of the volunteer organizations within the Mackay Memorial Hospital, it exists in numerous factors to affect the expansion development availably divided into interior factors or exterior factors, wherein the interior environmental factors can be subdivided into 4 levels, respectively hospital policy, auxiliary volunteer service organization systems, the supervisory management of social workers and volunteer maintenance. The exterior environmental can be subdivided into national codes, governmental policy, social expectation and peering hospital competition. Under the mutual function of these factors, it triggers the decisive influence onto the strategy projection, volunteer management, supervision operation and member interaction union with the further impetus for the hospital and the auxiliary volunteer service to adjust the supervisory management for the tasking of volunteer service. 3. In order to response the environmental change, the auxiliary volunteer service within the Mackay Memorial Hospital has adjusted its own strategic execution targets, management methods of volunteers, supervisory management methods, the interaction channels and frequency within members with quite good achievement reached. These successful achievements include the exalted stability of volunteer performance, the enhanced validity of volunteer service, the enhanced identification of volunteer and the exterior organizational identification. 4. Through the SWOT analysis conducted by the auxiliary volunteer service within the Mackay Memorial Hospital, we conclude the findings that the core niche is exactly the long insisted service strategy, namely, the service of severely selected and trained volunteer members. This is exactly the excellent block unavailable for other educational hospitals to keep up with currently. This achievement can never be reached within a short time f or perfection. All the system establishment for volunteer selection interview, the arrangement of training courses, the preparation of instructorship, the support of direct lining systems and the coordination of other auxiliary organizations shall be reached with a long time of learning in the dark box with the experience accumulation to reach the current levels and scales.　　　　Finally, we, according to the scientific documents and the conclusion within this research, put forward some offers as below: 1. The offers to management levels of hospital:（1）create the clinical environment with more openly divergent atmosphere（2）clarify the service boundary of hospital preacher department and auxiliary volunteer service organizations.（3）enhance the team role functions of auxiliary volunteer service organizations.（4）adjust the operational ranking of auxiliary volunteer service organizations.（5）respect the demand and feeling of volunteers2. The offers to social workers of sponsorship organizations.（1）definitely divide the mutual operational tasking duties（2）amend and correct the contents of volunteer service manuals（3）create the wholesome database for volunteer personnel information（4）practically execute the relevant affairs of volunteer service management
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