私立醫院醫療人員工作滿意度之研究

摘 要

由於醫療環境的變遷和改變，醫療院所的競爭愈來愈激烈，管理者不僅需要重視與提昇外部顧客的滿意度，同時須重視內部員工的滿意度以及所重視的因素，並滿足員工的合理需求，以利提昇服務品質。
本研究以中部地區某綜合醫院的工作人員為研究對象，採用問卷調查法，共發出400份問卷，回收有效問卷300份，所蒐集的資料並用SPSS 12.0（Statistical Package for the Social Science）及Eview 5.0套裝軟體為分析工具來進行資料之統計分析，所蒐集的資料採用平均數、簡單迴歸與Probit迴歸分析，結果發現：
1.工作特性，醫技人員、行政人員的滿意度顯著高於護理人員(對照類別)。男性、年資較深者，其工作特性滿意度較低，年齡較高者工作特性滿意度較高。
2.組織氣氛認同，醫技人員和行政人員的組織氣氛認同滿意度顯著高於護理人員(對照類別)，醫師的組織氣氛認同滿意度顯著低於護理人員(對照類別)。年資較深者，其組織氣氛認同滿意度較低，年齡較高者組織氣氛.認同滿意度較低。
3.學習成長，醫技人員和行政人員的學習成長滿意度顯著高於護理人員(對照類別)，醫師的學習成長滿意度顯著低於護理人員(對照類別)。年齡較高者，其學習成長滿意度較高，年資較深者學習成長滿意度較低。
4.升遷制度，主管職的升遷制度滿意度較低。年齡較高者，其升遷制度滿意度較高。
5.留任意願，醫技人員的留任意願顯著低於護理人員(對照類別)。主管職的留任意願較低，年資較深者，其留任意願較高。
6.調動單位，醫技人員的想要調動單位者顯著高於護理人員(對照類別)，行政人員較不想調動單位。

Abstract

Competition among medical institutions has become so intense with the advent of changes and transformation in the health care environment. Supervisors not only have to emphasize and increase the external customer satisfaction, but also recognize the underlying factors, employee satisfaction and meet the fair demands of employees in order to improve service quality.
The study subjects included in the thesis are the staffs of a general hospital in central Taiwan. A survey was conducted where 400 questionnaires were distributed and 300 valid respondents were retrieved. The collected data were analyzed by applying both SPSS 12.0 (Statistical Package for the Social Science) and Eview 5.0 software package as tools for statistical data analysis. The mean value, simple regression and Probit regression were analyzed, therefore, based on the following perspectives it was concluded:
1.Job characteristics: medical technicians and administrative staffs have higher satisfaction compared to that of nursing staffs (controlled group); Males and longer tenure employees have lower satisfaction ratings, while senior staffs have higher job satisfaction.
2.Organizational climate: medical technicians and administrative staffs are more likely to identify with the organizational climate than that of nursing staffs (controlled group), whereas physicians are less likely to identify with organizational climate than that of nursing staff (controlled group). In the meantime, both senior and longer tenure employees are less likely to identify with the organizational climate.
3.Learning and growth: medical technicians and administrative staffs have higher degree of satisfaction than those of nursing staffs (controlled group), while physicians’ satisfaction is significantly lower than that of nursing staffs (controlled group). Though senior staffs have higher degree of satisfaction in terms of learning and growth, longer tenure employees have lower degree of satisfaction with regard to learning and grow.
4.Promotion system: supervisors are less satisfied with promotion system, whereas senior staffs are more satisfied with the system.
5.Intention to stay: medical technicians have lower intentions to stay compared to that of nursing staffs (controlled group). Supervisors have lower intentions to stay, while employees with longer tenure have higher intentions to stay.
6.Transfer across units: medical technicians are more willing to be transferred than that of nursing staffs (controlled group), where administrative staffs are less willing to be transferred.