| Summary: | 碩士 === 長庚大學 === 商管專業學院碩士學位學程在職專班醫務管理組 === 101 === The main force in the market of medical service is the hospitals wherein the nursing staff accounts for the largest percentage. The nursing staff has to face the issues of birth, age, illness and death frequently, and thus their physical and psychological burdens are increased, causing discontented emotions and complaints, and furthermore, the vicious spiral of the higher job-quitting rate and faster turnover rate. When facing a diverse and complex environment, the nursing staff must be equipped with the refined emotional intelligence to deal with that environment for meeting the requirements for high service quality and high working efficiency.
This study aims to understand the correlation among the nursing staff’s emotional intelligence, burnout and patient satisfaction. In this study, a research frame was built through the discussion of the documents; the questionnaire surveys of “The Scale of the Nursing Staff’s Emotional Intelligence and Burnout” and “The Scale of Patient Satisfaction” were conducted to the nursing staff and the patients who have been attended on in a regional teaching hospital in Northern Taiwan in the ratio 1:3. There are 98 valid questionnaires collected from the group of the nursing staff, and 294 valid questionnaires from the group of the patients.
The result has shown that in the group of the nursing staff, the respondents whose age is between 46 and 50, the respondents whose marital status is marked “other” (including divorced, widowed or widowered… etc.), the respondents who have been serving for over 21 years, the respondents having a formal position, and the respondents serving in the department of internal medicine have the significantly higher emotional intelligence. The respondents whose age is between 46 and 50, the respondents having a master’s degree, the respondents whose marital status is marked “other,” the respondents who have been serving for over 21 years, and the respondents serving in the casualty ward have the significantly lower burnout. In regression analysis, the nursing staff’s age, division, ability of self-awareness, emotion management, self-motivation and empathy have significantly valid predictability on burnout, and the educational background has significant predictability on patient satisfaction.
This study suggests that: 1), “strengthen the emotional intelligence; cultivate the seeds and help them sprout”: hold the growth groups every year to plant the seeds of the emotional intelligence deep inside the hearts of the nursing staff, and thus the staff could make the most of it and apply what they learn in their career; 2), “apply technology and software; implement the channels of expression”: the applying of technology and software to building the channels of instantaneous expression for the group relationship is suggested to reduce the chronic pressure and the experiences that develop themselves into burnout.
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