目標：醫院志工是醫院重要輔助人力，但新冠肺炎下投入服務情形卻少有實證探究。本研究以志工持續服務「意願、能力、機會」觀點調查新冠肺炎期間醫院志工持續服務情形，分析影響醫院志工持續服務相關因素。方法：分層隨機台灣北、中、南、東區域，再依醫院層級分地區醫院、區域醫院與(準)醫學中心醫院志工為抽樣對象。以紙本問卷及SurveyCake©雲端問卷蒐集資料，得有效樣本625份。結果：87.4%醫院志工在三級警戒前有服務，41.9%在三級警戒間有服務，及97.6%在三級警戒後有服務。順序邏輯迴歸分析顯示：意願層面中使命感越高、家庭照顧負荷越低、醫院志工管理支持越好;能力層面中退休/現任軍公教、擔任志工幹部、疫情前服務時數越高、有災難/疫災志工經驗者;以及機會層面中服務醫院層級越高之醫院志工，在新冠肺炎期間持續服務情形越高。結論：呈現醫院志工新冠疫情變化下投入服務情形，分析意願、能力與機會層面等影響因素，提出傳染性疫病下醫院志工管理應變建議。

Objectives: This study investigated the sustained service of hospital volunteers during the COVID-19 period from the perspectives of "willingness, ability, and opportunity," analysing the factors influencing the sustained service of hospital volunteers during the pandemic. Methods: Stratified random sampling was conducted across northern, central, southern, and eastern regions of Taiwan. Volunteers from district hospitals, regional hospitals, and (quasi-) medical center hospitals were selected as the sampling population. Data were collected using both paper questionnaires and the SurveyCake© online survey platform, resulting in 625 valid samples. Results: Of the samples, 87.4% of hospital volunteers were serving before the Level 3 alert, 41.9% continued to serve during the Level 3 alert, and 97.6% resumed service after the Level 3 alert. Ordinal logistic regression analysis indicated that Higher sense of mission, lower family caregiving burden, and better support from hospital volunteer management were associated with higher willingness to continue the service. Retired or active military officers, civil servants and teachers, volunteer leaders, higher service hours before the pandemic, and experience in disaster/epidemic volunteer activities contributed to the ability to carry out sustained service. Volunteers serving in higher-tier hospitals showed higher opportunity for sustained service during the COVID-19 pandemic. Conclusions: This study clarified the service patterns of hospital volunteers during the COVID-19 pandemic and analysed the factors influencing their willingness, ability, and opportunity to continue serving. Recommendations are offered for managing hospital volunteers during infectious disease outbreaks.

醫院志工；志工管理；公民志願主義觀點；順序邏輯迴歸；新冠肺炎

hospital volunteers; volunteer management; civic voluntarism model; ordinal logistic regression; COVID-19