上海某三甲医院员工满意度现状及其影响因素调查

Employee's Satisfaction Survey and Influencing Factors in a First-class Tertiary Hospital in Shanghai

目的了解医院员工满意度现状及其影响因素,全力聚焦瓶颈,探索员工认可、具有可操作性的改善途径,提高员工满意度,提升员工凝聚力,为医院改革发展提供群众基础。方法通过文献法和德尔菲法,获取医院员工满意度的6个一级指标及20个二级指标,制定适合三级医院满意度调查问卷。以本院全体职工为调查范围,共发放问卷3 000份,回收2 492份,回收率83.1%。用SPSS 17.0统计软件进行分析。结果医院员工总体满意度达到7.82分(满分10分);满意度最低的是"福利待遇",最高的是"医院文化情感"。另外医师群体的满意度较其他岗位偏低,行政管理人员满意度则相对较高。结论薪酬福利待遇是影响满意度的较大因素,但不是决定性因素。"自身职业发展规划""拥有更为公平的政策制度环境"以及"人性化管理流程"是医院提升员工满意度的重要着力点。结合医院实际工作,加强制度建设,创新服务员工的载体,着力改善和解决瓶颈,将有效提升员工凝聚力。

Objective This study was to make a multi - dimensional analysis of the present situation of the staff of the authors＇ hospital, by focusing on the bottleneck problems, exploring and practicing the ways that were effective and viable for the promotion of the welfare of the staff, in order to build up a regular system for the rein- forcement of the unity of the staff. Methods Literature review and Delphi method were used to design the ques- tionnaire. A total of 3000 questionnaires were issued among hospital staff, 2492 questionnaires were recovered, and the recovery rate was 83.1%. SPSS17.0 statistical software was used for analysis. Results Overall employee sat- isfaction reached 7.82 points （out of 10 points） ; the lowest satisfaction was the welfare treatment, the highest was the hospital cultural emotion. Physicians＇ satisfaction was lower than other positions, and the administrative staff satisfaction was relatively high. Conclusion The compensation and benefits were the great factors that affect the satisfaction degree, but not the decisive factor. Self career development plan, a more equitable policy system envi- ronment and humanized management process were important points to improve employee satisfaction. The cohesion of employees would be effectively enhanced by strengthening the system construction, innovating the carrier for em- Dlovee service, and solving the bottleneck problem.