志工印象
《千江映月》

◎撰文/肯艾倫(Kenn Allen)(國際志工協會會長)
 翻譯/梁美蘭


真正具有世界級水準的志工組織難得一見,今年二月我在台灣花蓮的慈濟
綜合醫院竟發現了如此高水準的一個組織。我想與各位分享那次的經驗。

自一九八六年以來,慈濟綜合醫院不計較病患負擔醫藥費的能力,持續為
大眾提供高品質的醫療服務。該院位於花蓮,地處台灣低度開發的東岸,
由於當地缺乏醫療資源,重病患者往往還未送達台北就醫就已過世。

踏入慈濟醫院大門後,可以在大廳的左方看見社服室;該室的門牆都是用
透明玻璃做成的,進入醫院的人都可以清清楚楚地看見裡面的情形。令人
印象深刻地是,醫院裡的志工竟能和專業的社工共用一間辦公室。該室的
設計採用完全對外開放,工作都在長桌或併排的桌子上完成。這代表著志
工在醫院整個系統的重要性。

每年有五千名以上的志工來此服務。醫院裡每天至少有九十位志工,其中
約六十位來自台灣各地,他們會在醫院停留三天到一星期。雖然這些志工
並不全是佛教徒,但卻都是佛教慈濟功德會的會員。除此之外,海外的慈
濟人會在醫院當一個月的志工是一件很平常的事。

從加護病房到洗衣房,在醫院的各個角落都有志工的身影,他們接受全面
的訓練,也需要大家的支持。一位和我談過話的管理人員告訴我,「我們
希望志工覺得自己在學習,而不只是付出。」

令我最難忘的莫過於志工融入心蓮病房工作的情形了。在那裡,他們和醫
師、護士、社工一樣,屬於醫療團隊的一部分,也會被分派照顧每一位末
期重病的患者;事實上,醫師和護士會把志工當成醫療團隊的一分子介紹
給病患認識。

受過訓練的志工為病患和家屬提供心理上的幫助。一位醫師表示,醫院相
信「心理、社會、及靈性上的協助由志工來負責較合適」。有些志工甚至
會待在病房中的小房間過夜,以便和病患多接近,也有些志工會利用病房
中的廚房為病患準備適合他們胃口的食物。

慈濟這個了不起的團體是由一位了不起的女性──證嚴法師所創立。我有
幸能在慈濟台北分會與花蓮靜思精舍和證嚴法師會面。慈濟自一九六六年
成立至今,已擁有數百萬會員,也在全球設立一百多個聯絡點,慈濟更參
與了許多包括國際賑災在內的志工活動。

慈濟團體的文化是建立在對志工根本價值的信任。在證嚴法師的領導下,
慈濟已能突顯出志工對他人的生命確有助益,足以做為世界典範。

It is rare to discover a truly "world-class" volunteer program.
I had that opportunity in February, when I was in Taiwan and was
invited to visit the Tzu Chi General Hospital in the city of
Hualien. Let me tell you about that visit.
   
Since 1986, Tzu Chi General Hospital has provided high quality
medical care for all people regardless of their ability to pay.
The hospital is located in Hualien, on the relatively backward,
undeveloped eastern coast of Taiwan. There are few other medical
resources in the area, and seriously ill patients often did not
survive the long journey to hospitals in Taipei.
   
When you enter the front door of the hospital, you discover the
"volunteer office" immediately to the left, in the main lobby.
It has a totally glass wall so it is fully visible to all who
enter the hospital.
   
Most impressive, the volunteers share office space with the
professional social workers in the hospital. In the Asian style,
the offices are totally open, with work being done at long
tables or desks placed side by side. This sends a clear message
about the importance of volunteers in the hospital system.
   
There are over five thousand volunteers working at the hospital
over the course of a year. Every day, there are over ninety on
site, including up to sixty that come from throughout Taiwan to
spend three days to a week in residence at the hospital. All of
them are members of the Buddhist Compassion Relief Tzu Chi
Foundation, although not all are Buddhists. It is not unusual
for a Tzu Chi member to come from another part of the world to
serve for as long as a month as a volunteer.
   
They work in every aspect of the hospital's operations, from the
intensive care unit to the laundry room. This requires extensive
training and support for them but, according to one
administrator with whom I spoke, "We want volunteers to feel
they are learning, not just giving."
   
Perhaps most impressive was the way in which they have been
integrated into the work of the palliative care ward. There,
they are part of a team that includes doctors, nurses and social
workers who are assigned to individual, terminally ill patients.
In fact, the doctors and nurses introduce the volunteers to the
patients as part of the overall treatment team.
   
Volunteers are trained to provide psychological support for
patients and their families. The hospital believes, said one
doctor, that "psychological, social and spiritual care is often
better done by volunteers." Some even stay overnight, in small
rooms provided by the hospital right on the ward, so that they
can be close to their patients. It is quite common for
volunteers to use the kitchen area in the ward to prepare
special food to the tastes of the patients.
   
Tzu Chi is a remarkable organization founded by a remarkable
woman, Dharma Master Cheng Yen. I had the opportunity to visit
with the Master in her Taipei office and also to visit the
"mother house" of her Buddhist order in Hualien. Founded in 1966
,   Tzu Chi now has millions of members and more than a
hundred offices worldwide. The foundation is involved in a wide
variety of volunteer efforts, including international relief.
   
The organizational culture of Tzu Chi is built on a belief in
the fundamental value of volunteers. Under the Master's
leadership, it has become a world-class example of how
volunteers can make a difference in the lives of others.



◎撰文/李曉雯

「慈濟是一個光點,照亮黑暗的地方,並致力於克服人與人之間的疏離。
」本文作者國際志工協會 (International Association for Volunteer Effort)會
長肯艾倫(Kenn Allen)二月參訪慈濟後如此表示。

國際志工協會自一九七○年成立以來,即致力於透過志工制度,克服人種
、學歷、經濟等所造成人與人之間的疏離,並希望跨越國籍界線,凝聚有
相同理念的組織團體,共同為志工文化的推行而努力。

他在了解慈濟醫院志工運作情形和社區志工的服務後,十分肯定慈濟的團
隊精神,特別是醫院將志工正式納入醫療體系,輪班的志工都留下照顧病
人的完整紀錄,這樣的作法令他很欣賞。同時,他也深信社區志工制度的
落實,必能營造一個祥和的環境。

近日,肯艾倫先生來函邀請慈濟參加八月二十三至二十七日在加拿大舉行
的世界志工會議。加拿大分會執行長何國慶將代表慈濟,介紹慈濟的志工
組織和經驗,讓與會者的八十國代表對慈濟有更深一層的認識和了解。

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