Lavoie Anne Marise, Labrecque Monique
Université Laurentienne à Sudbury, Ontario, Canada.
Rech Soins Infirm. 2010 Dec(103):92-8.
The objectives of this research are to identify employee dissatisfaction in two seniors' residences and to find resolutions to these problems. Conflicts between employees from two different services are not unusual in health care. It remains a major preoccupation for supervisors. Such a conflict arose in a seniors' residence between employees from the food services and the health care members. At every opportunity the quarreling groups would antagonize each other. They were all self-proclaimed experts when it came to the nutritional needs of the residents. The employees were convinced they knew more about the likes and dislikes of the residents than anyone, even more than the nutritionist and the family. The directors wanted to know what originated such conflicting behavior amongst both groups. The Herzberg Theory on hygiene and motivation served as a reference guide for the identification and classification of these factors as well as proposed solutions by the groups of participants. This theoretical model defines the interpretation of dissatisfaction and guides the directors in decision-making and implementation of solutions. Results showed that the food services personnel were more concerned about hygiene whereas the health care noticed dissatisfaction related to motivational factors. Thanks to the application of this model the food service personnel who were experiencing difficulty with hygiene matters saw modifications in their environment and health care employees enjoyed improvements in their tasks.
本研究的目的是确定两家老年人住所中员工的不满之处，并找到解决这些问题的方法。在医疗保健领域，来自两种不同服务部门的员工之间发生冲突并不罕见。这仍然是主管们主要关注的问题。在一家老年人住所中，餐饮服务部门和医疗保健部门的员工之间就发生了这样的冲突。只要有机会，争吵的双方就会相互敌对。在居民的营养需求方面，他们都是自称的专家。员工们坚信，他们比任何人都更了解居民的喜好，甚至比营养师和家属还要了解。主管们想知道是什么导致了这两个群体之间产生这种冲突行为。赫兹伯格的保健和激励理论作为参考指南，用于识别和分类这些因素以及参与者群体提出的解决方案。这个理论模型定义了对不满的解释，并指导主管们进行决策和实施解决方案。结果表明，餐饮服务人员更关注卫生问题，而医疗保健人员则注意到与激励因素相关的不满。由于应用了这个模型，在卫生问题上遇到困难的餐饮服务人员的工作环境得到了改善，医疗保健员工的工作也有了改进。
