摘要
目的探究中国医学科学院肿瘤医院非技术服务人员的应对方式现状及其影响因素。方法采用便利抽样法于2024年6月至7月选取中国医学科学院肿瘤医院240名非技术服务岗工作人员作为研究对象。采用一般资料调查表、沟通能力评估、简易应对方式问卷进行调查,使用非参数检验对不同特征非技术服务人员应对方式进行分析,采用多重线性回归分析应对方式的影响因素。结果不同岗位、性别、学历的非技术服务人员积极应对得分比较,差异有统计学意义(P<0.05)。不同岗位、科室、职称、性别、婚姻状况、学历、工作年限、性格特征的非技术服务人员消极应对得分比较,差异有统计学意义(P<0.05)。积极应对与沟通能力呈正相关(r_(s)=0.189,P<0.05)。多重线性回归分析显示,沟通能力、学历为硕士及以上、发生矛盾后工作投入度为积极应对的影响因素(P<0.05);医患关系评价、科室为影像诊断科、科室为收费处、科室为病理科为消极应对的影响因素(P<0.05)。结论非技术服务人员更倾向选择积极应对方式,学历、科室、沟通能力、发生矛盾后工作投入度、医患关系评价是应对方式的主要影响因素。建议未来加强重视培养非技术服务人员的组织归属感和情绪管理能力,可开展针对性沟通能力、心理支持等方面的培训,提高非技术服务质量,从而全面提升医疗服务质量,改善患者就医体验,构建和谐医患关系。
Objective To explore the current situation of coping styles of non-technical service personnel in Cancer Hospital,Chinese Academy of Medical Sciences and its influencing factors.Methods Convenient sampling method was used to select 240 non-technical service staff from the Cancer Hospital,Chinese Academy of Medical Sciences from June to July 2024 as the research subjects.A general information survey,communication ability assessment,and simplified coping style questionnaire were used for the survey.Non parametric tests were used to analyze the coping style of non-technical service personnel with different characteristics.Multiple linear regression was used to analyze the influencing factors of coping style.Results The positive coping scores of non-technical service personnel in different positions,genders,and educational backgrounds were compared,and the differences were statistically significant(P<0.05).The negative coping scores of non-technical service personnel in different positions,departments,professional titles,gender,marital status,educational background,working years,and personality characteristics were compared,and the differences were statistically significant(P<0.05).Positive coping was positively correlated with communication ability(r_(s)=0.189,P<0.05).Multiple linear regression analysis showed that communication ability,master degree or above,and work engagement after conflict were the influencing factors of positive coping(P<0.05),while the evaluation of doctor-patient relationship,the department of imaging diagnosis,the department of charge,and the department of pathology were the influencing factors of negative coping(P<0.05).Conclusion Non-technical service personnel are more likely to choose positive coping styles,and educational background,department,communication ability,work engagement after conflicts,and evaluation of doctor-patient relationship are the main influencing factors of coping styles.It is suggested that in the future,more attention should be paid to the cultivation of non-technical service personnel’s sense of organizational belonging and emotional management ability.Targeted communication skills,psychological support and other aspects of training can be carried out to improve the quality of non-technical services,so as to comprehensively improve the quality of medical services,improve the patient’s medical experience,and build a harmonious doctor-patient relationship.
作者
欧阳超珩
高畅
陈路佳
董雅倩
郑艳霞
孙鑫
OUYANG Chaoheng;GAO Chang;CHEN Lujia;DONG Yaqian;ZHENG Yanxia;SUN Xin(Department of Medical Management,National Cancer Center/National Clinical Research Center for Cancer/Cancer Hospital,Chinese Academy of Medical Sciences and Peking Union Medical College,Beijing 100021,China;Department of Outpatient,National Cancer Center/National Clinical Research Center for Cancer/Cancer Hospital,Chinese Academy of Medical Sciences and Peking Union Medical College,Beijing 100021,China;Department of Financial Management,National Cancer Center/National Clinical Research Center for Cancer/Cancer Hospital,Chinese Academy of Medical Sciences and Peking Union Medical College,Beijing 100021,China)
出处
《中国医药导报》
2025年第24期17-22,共6页
China Medical Herald
基金
中央高水平医院临床科研业务费资助项目(LC2024D05)。
关键词
非技术服务岗
沟通能力
应对方式
Non-technical service positions
Communication skills
Coping style
