健康体检中护患矛盾对护士心理健康状况的影响及应对措施

The analysis and countermeasures of nurses' mental health in nurse-patient conflicts in medical examination center

目的研究健康体检中护患矛盾时护士的心理状况,以减少护士因焦虑、抑郁等情绪在体检中引发的护患矛盾,为开展体检中心护士的心理咨询、健康教育提供理论支持。方法应用症状自评量表(SCL-90),调查我院体检中心护士35名的心理健康状况,并复习2010-01—2013-11调查的69 130人次的客户满意度,对体检者提出的860条建议进行梳理分析。结果体检中心的护士躯体化、强迫症状、人际关系敏感、焦虑、抑郁症状因子分值高于全国女性常模(P<0.01或P<0.05),而敌对、恐怖、偏执、精神病性症状因子分值与全国常模无明显差异(P>0.05)。护患矛盾的主要表现为候检时间久、服务意识不强、沟通能力不足、业务技术差、体检质量、应变能力不足、科室协调不够七个方面。结论护士不良的心理状况是造成护患矛盾因素之一,应积极探讨缓解体检中心护士心理压力的措施,做好护士的心理调适工作,避免护患矛盾的发生,提高体检质量。

Objective To study the psychological conditions of nurses at medical center suffering from nurse-patient con-flicts ,in order to reduce the conflicts which was led by anxiety ,depression and other emotions of nurses. Methods Self-repor-ting Inventory （SCL-90） was used to investigate 35 nurses＇mental health in our hospital medical center ,and the customer satis-faction degree of 69 ,130 cases from January 2010 to November 2013 were reviewed ,and then 860 pieces of recommendation were sorted out. Results The somatization ,obsessive-compulsive symptoms ,interpersonal sensitivity ,anxiety ,depression factor scores of medical center nurses were higher than those of ordinary women （P〈0.05）.But ,hostility ,paranoia ,psychotic symptoms factor scores of medical center nurses had no significant difference from those of ordinary women （P〉0.05）.Nurse-patient conflicts were mainly reflected in waiting a long time ,poor service sense ,lacking communication skills ,poor business technology ,medical quality ,lacking of adaptability ,insufficient coordination department. Conclusion Poor psychological con-dition is one of the reasons leading to nurse-patient conflicts. To avoid nurse-patient conflicts and improve medical quality ,it＇s necessary to explore measures to ease the psychological pressure of nurses at medical center ,to do the work of nurses＇psycho-logical adjustment well.