深圳市医患双方对医务社会工作者认知和需求调查

Survey on Medical Staff and Patients’ Knowledge and Requirements of Medical Social Workers in Shenzhen

目的了解医患双方对医务社会工作者的认知与需求,以便让专业社会工作者介入医院,改进医院服务模式。方法自行设计调查表,对深圳市6家医院的医护人员及门急诊患者、家属进行医务社会工作者认知和需求问卷调查。结果医护人员组中,70.7%知道医务社会工作者;92.4%认为目前医院需要医务社会工作者;76.4%认为医务社会工作者对处理医患关系有实质性帮助。患者及家属组中,有54.8%知道医务社会工作者,75.5%认为在医院需要医务社会工作者的帮助,71.6%认为医务社会工作者的存在可避免医患矛盾和纠纷。结论医护人员及患者、家属对医务社会工作者的了解仍有待加强;医患双方处在不同角度需求不同,但均寄予较高希望。当前是医务社会工作者进驻医院的切入时机;政府应多渠道宣传医务社会工作者,并给予政策支持,让他们发挥应有的作用。

Objective To understand medical staff, patients and their families＇ knowledge and requirements of medical social workers, to improve service pattern and establish harmonious relationship between medical staff and patients with helps from professional medical social workers in complex affairs. Methods A self-designed questionnaire was applied to survey medical staff from six hospitals in Shenzhen as well as patients and their family members from outpatient and emergency departments about their knowledge and requirements on medical social workers. Results 70.7% of medical staff and 54.8% of the patients and their family members knew about medical social workers; up to 92.4% of the staff and 75.5% of the latter thought that medical social workers are in great need in hospitals; in addition, 76.4% of the staff and 71.6% of patients believed that medical social workers substantially help deal with relations between medical staff and patients or avoid disputes and conflicts between them. Conclusion It is high time for medical social workers that have entered hospital since medical staff, patients and their family members know little about medical social workers, and the demands on medical social workers are different from various perspectives. Government therefore should give more publicity to them and provide policies to perform their functions better.