| Summary: | 碩士 === 國立臺灣師範大學 === 社會工作學研究所 === 99 === This study is from the perspective of volunteer managers’s experience who is working in medical centers, regional hospitals and district hospitals, three levels of hospitals in Taipei.
Because there was few studies talk about the experience of incompetent volunteer, coupled with statistical data validation, the number of hospitals is the use of volunteer with the largest number of the most stable unit, so choose the medical field as a research field.
This study is a qualitative research, use the depth interviews of nine volunteer managers interviewed for the study to explore the management and use of hospital volunteers, volunteer managers work content, to get along with the experience of volunteers and the managers. And use the story to presented manager’s experience and process of incompetent volunteer.
The results showed：
1. Every hospital has its own volunteer management practices, but not strictly enforced. Only one hospital rigorous for assessment, and volunteers can acceptable and coordinate with it.
2. The hospital can not providing volunteer management courses and training, although relevant departments offered the course but are not very inline with demand.
3. All the volunteer manager give volunteers great appraisement, they think volunteers can help for administration general service、provide support and direct service、reduce the cost of personnel in hospital, also can enhance the image of hospitals. But high operating costs of volunteer team、service is not very good、and harm the image of hospitals could be negative effects.
4. Volunteer manager’s work content are partial in administration work, less develop support and mediation functions.
5. Most volunteer manager want to maintain partnership with volunteers, but some volunteer manager think that business is business and wants to maintain boundaries.
6. Volunteer manager’s dilemma of work including：The use of volunteer unit has too much expect to volunteers、supervisor cat not provide enough support and guidance、lack of power to execute the management practices、and senior volunteers resistant to change.
7. Volunteer manager are almost have the experience in incompetent volunteer，when they run into the situation, they mainly to persuade. Unless the situation is clear violation、not a chance event、affect the rights and security of people, volunteer manager wont asked volunteer to leave.
Finally according to the findings, researcher give some advice for the hospital manager and the volunteer manager.
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