急诊科医护人员心理健康状况与患者满意度的相关性调查

Investigation on the relationship between patient satisfaction and staff psychological health in Emergency Department

目的调查医护人员心理健康状态,并探讨其与患者满意度的相关性。方法选取我市24所基层医院的医生60名和护士100名,通过SCL-90、SDS、SAS评分系统对医护人员心理状态进行评分,分析医护人员SAS与SDS评分之和与患者满意度之间的相关性。结果医生SCL-90评分与国内常模比较,其中有6项明显高于国内常模水平(P<0.05)。护士SCL-90评分与国内常模比较,有4项明显高于国内常模水平(P<0.05)。医生与护士比较,人际敏感、抑郁、敌意方面明显高于护士(P<0.05),而在躯体化、焦虑及恐惧方面则明显低于护士(P<0.05)。医生的SDS程度明显高于护士,而SAS程度显著低于护士(P<0.05)。医生及护士的SAS、SDS之和与患者相应满意度呈明显的负相关性。结论医护人员心理健康状况与患者满意度息息相关,加强关怀医护人员的身心健康,可以提高患者满意度。

Objective To investigate the psychological health of staff, and observe the relationship between it and patient satisfaction. Methods Sixty doctors and 100 nurses from 24 Basic hospital of our city were selected. The psychological health was investigated though SCL-90, SDS, SAS, then the relationship between total score （SDS and SAS） and patient satisfaction was observed. Results In the appraisals of SCL-90 between doctors and domestic conventional model, there are 6 items significantly higher than the national norm level （P〈0.05）. In the appraisals of SCL-90 between nurses and domestic conventional model, there are 4 items significantly higher than the national norm level （P〈0.05）. Comparison between doctors and nurses showed that the level of doctors in interpersonal sensi- tivity, depression and hostility were significantly higher than those of nurses （P〈0.05）, and significantly lower than one of nurses in somatization, anxiety, fear （P〈0.05）. The degree of doctors＇ SDS was significantly higher than one of nurses＇, and significantly lower than nurses in SAS degree, P〈0.05. There was a negative correlation between total staff score （SDS and SAS） and patient satisfaction （P〈0.05）. Conclusion There is a close relationship between pa- tient satisfaction and staffpsychological health. If patient satisfaction is expected to improve, it＇s necessary to take hu- manistic care for staffpsychological health.