困境与应对:医务社工开展志愿者管理的伦理实践

Dilemmas and countermeasures:medical social work carry out the ethical practice of volunteers management

医院志愿者管理是医务社工的主要工作之一,在实际工作中常因一些伦理难题而处于两难境地,制约着医院志愿者组织的科学化发展。以浙大二院“广济之舟”志愿服务联盟一线医务社工经验为基础,同时调查其他公立医院,归纳整理伦理问题,分析其产生原因,并提出改进策略。医院的志愿服务伦理困境主要是人情与规范的双重关系冲突、激励机制与非酬价值观的冲突、参与动机与组织目标的冲突。医院志愿者管理中的伦理困境归咎于尚未形成标准化的实务操作体系。就上述伦理困境,结合公立医院志愿服务发展经验,提出合理化应对策略,为医院志愿服务管理提供参考。

The management of hospital volunteers is one of the main tasks of medical social workers.In practical work,they are often in a dilemma due to ethical problems,which restricts the scientific development of hospital volunteer organizations.Based on the experience of frontline medical social workers in the“Guangji Boat”Volunteer Service Alliance of the Second Affiliated Hospital Zhejiang University School of Medicine,while investigating other public hospitals,this paper summarized and organized ethical issues,analyzed their causes,and proposed improvement strategies.The ethical dilemma of hospital volunteer service was mainly in the conflict between the dual relationship of human emotion and norm,the conflict between incentive mechanism and non-reward value,as well as the conflict between participation motivation and organizational goal.The ethical dilemma in the management of hospital volunteers was attributed to the lack of standardized practical operation systems.Based on the above ethical dilemmas,combined with the development experience of volunteer service in public hospitals,this paper proposed reasonable countermeasures to provide a reference for the management of hospital volunteers.