門診護理人員工作壓力事件之探討

Events of Job Stress among Nurses in the Outpatient Department

10.6386/CGN.200506_16(2).0001

楊月雲(Yueh-Yun Yang)

門診護理人員 ； 工作壓力事件 ； outpatient department nurse ； job stress events

長庚護理

16卷2期（2005 / 06 / 01）

113 - 125

繁體中文

本研究目的在探討門診護理人員工作壓力事件感受程度及個人屬性與工作壓力事件之相關性。本研究採用問卷調查法，以台中市地區醫院以上之醫療院所門診護理人員爲對象，使用筆者針對門診工作特性及參考文獻所發展的壓力事件感受表爲資料收集工具。以普查方式取得211份有效問卷，有效問卷回收率98%，研究結果發現工作壓力事外困擾屬中等程度。壓力事件困擾程度在個人屬性中年齡、子女數、護理工作年資、目前科別年資及現單位是否實施夜間門診有顯著差異；現單位是否實施夜間門診在壓力事件困擾程度反應上呈顯著差異性，均以有實施夜間門診較高。各級醫院壓力事件困擾程度均以VIP要求插隊看診佔首位，而壓力事件發生頻次則以病患久候不耐，經常闖入診間詢問爲最多；工作壓力事件因擾程度與壓力事件發生頻次相比較多數呈正相關。本研究結果，建議行政管理者應調整合理門診掛號量，嚴格規定醫師準時看診，採取彈性派班制度，以降低門診護理人員工作壓力，並提升病患滿意度。

The purposes of this study were to investigate the OPD nurses susceptibility to job stress events and the relationships between the OPD nurses' personal characteristics and tub stress events. This study was done by questionnaires sent to nurses working in OPD、who were randomly selected from district hospitals or larger hospitals in central Taiwan. A job stress events scale was developed by the author by reviewing literature and focus on OPD work-related characteristics. Two hundred and eleven effective questionnaires were collected and analyzed by SPSS software. Result showed that the job stress was on a medium level. Factors associated with job stress events included nurses' age、number of children、years of nursing experience. years of working unit experience, and whether there were night clinics at present. In all hospitals, ”VIP asking for cutting in to see the doctor” caused the highest level of job stress, while ”Patients often rush in to inquire because of impatience” was the most frequent cause of job stress. The level and frequency of stress were positively associated. The results of this study suggested that registration number of OPD patients should be reasonably limited, and the doctor should he on time for their clinical sessions. A flexible shift schedule is also needed in order to reduce the stress of OPD nurses and promote patients' satisfaction.

1. 汪季婷(2017)。探討護理人員之情緒勞務、工作壓力及工作態度對工作績效之影響。義守大學管理碩博士班學位論文。2017。1-58。