新竹市緊急救護人力組織之問題探討

Abstract

緊急救護，人命生死存亡之刻最重要的關鍵希望，所需要的是專業急救技術，但在有限人力情況下，每位救護人員盡可能發揮最大的成效與努力；然而，市政人力取決於經費，在目前民生、市政經費困難的情況下，有限的都會型救護人力究竟能發揮多大功能、承受多少壓力服務市民、緊急救護案件求救適切性，是為現代消防一重要課題，由於消防勤務複雜化，是故，以都會型救護勤務（勤務比重81％以上）作為本研究探討。 本研究先比較國內、外救護勤務制度、人力配置參考、勤休方式、福利制度比較、勤務壓力及救護不當使用配套各面向文獻；再以基層救護人員目前所面臨之困境出發，輔以問卷（救護基層人員、市民滿意度及專家建議），並配合市民滿意度問卷分析及專家訪談（「人力組織模式」、「有限市政經費預算」、「市民服務滿意度」、緊急救護被民眾不當使用、訴訟、事故案件看法）等方式，搭配SWOT強弱機危綜合分析，探討目前救護制度成效。 調查發現新竹市民有96.3%對救護人員服務態度感到滿意，95.4%對救護人員急救處理感到滿意，94.2%對救護人員救護能力感到有信心，然而，救護人員有76.6%同意對於自己的工作長期作息不正常造成睡眠品質困擾，70.5%同意於緊急救護現場心生挫折感，80.9%同意院際溝通而承受壓力，因此，高工作效率如何平衡目前救護負荷為當前各消防單位需克服的重要施政議題。

Emergency Medical Service, the most decisive hope of in the essential survival moment of human life, needsprofessional first aid technique. With limited human resource, each of first aid personnel does his best effectively as much as possible; however, most of the municipal human resource allocationdepends on financial funding. Under such a tough circumstance of insufficient metropolitan human resource, it is a significant issue to discuss how to work effectively and how to undertake excessivepressure. Current fire services are getting more and more complicating, so this study focuses on metropolitan emergency medical services (services proportion 81% above). Comparing domestic with international emergency medical service, human resource allocation standard, duty cycle, welfare system (c.f. civil average salary), job pressure, and related reference, this study then use questionnaire (civil satisfaction and first-line ambulance staffs) analysis and experts interviews( human resource organization model, limited government budget, civil service satisfaction, rescue abuse, lawsuit, accident opinion) along with SWOT to explore the effectiveness on current emergency medical service system. Investigation shows that citizens in Hsinchu city have 96.3% satisfaction about first aid personnel's attitude, 95.4% satisfaction about dealing of first aid personnel, 94.2% confidence index about first aid ability of first aid personnel. However, 76.6% of first aid personnel agree that it causes sleep quality to perplex to work and rest abnormally based on first aid work for a long time, 70.5% agree with growing the frustration on the on-the-spot of emergency medical service, and 80.9% agree with undertaking the pressure to communicate with between hospitals; therefore, how to balance high working efficiency with first aid working load is a current essential issue to overcome for each fire department.