The Impact of Employee Communication Net -「Heart Bridge」 on Perceived Emotional Exhaustion of Nurses

• Main Authors: Shu Chin, 尤淑真
• Other Authors: I-Chiu Chang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/30260106846160536956

碩士 === 國立中正大學 === 資訊管理所 === 95 === The competition of medical business nowaday becomes strongly. The information gap between doctors and patients is gone and patients now realize their rights and demand high service quality and more information open to them. Therefore, medical service providers need to pay more attention while facing consumers which brings in more emotional pressure. The providers are expected to have not only professional ability but also good service attitude to gain consumers’ loyalty. Information technology has applied in medical treatment industry for long. There has been a communicating platform, heart-bridge, for employee in the hospital where author works at for many years. In light of the perceived emotional exhaustion of nurse becomes seriously, this research attemps to investigate the relationship between nurse’s perceived emotional exhaustionlevelevel and their perceived usefulness of heart-bridge to help them avoid burnout from happening. The subjects of this research are nurses in the chain hospitals where author works at. Data were collected through structured questionnaire survey. There were 1000 questionnaires sent out during April 16th to May 18th, 2007. Nine hundred and eighteen questionnaires were returned and came out a respondent rate of 91.8%. Among them there were 81 invalid questionnaires, therefore the valid questionnaires are 91.2% out of the responded. This research applied SPSS 12.0 versions to analyze data using descriptive statistics, one way ANOVA, independent t test, and pearson corelation analysis. The research findings are as the following: 1. The average score of perceived emotional exhaustion degree (in a 7-point scale) is 4.80, most of them are 5s. The perceived emotional exhaustion degree is correlated with nurse’ hospital area, age, marriage status, number of children, educational level, working experience, service department, duty, personality, and usage of heart-bridge. 2. Most nurses perceived the usefulness of heart-bridge (in a 7-point scale) with an average score of 4.0 and most of them are 5.0s. The perceived usefulness is correlated with nurse’s age, educational level, working experience, experience of SARS, duty, and personality. 3. Nurses’ perceived usefulness of heart-bridge is significatntly correlated with their usage of it in terms of time of usage and the frequency of usage. 4. Those who used heart-bridge revealed lower emotional exhaustion degree. In other words, nurses’ usage of heart-bridge is correlated with their emotional exhaustion degree.