大型三级甲等医院内部沟通障碍形成机制研究

Barriers to internal communication in a large tertiary hospital

目的分析大型三级甲等医院内部沟通障碍的影响因素和形成机制,为医院改善组织管理、加强内部沟通、降低运营摩擦提供参考依据。方法聚焦阻碍沟通达成和诱发沟通矛盾的个人与组织层面因素,对来自临床、医技、科研、管理等不同岗位的医院员工进行问卷调查和深度访谈,对研究所得资料进行基于扎根理论的质性分析。结果通过三级编码梳理出大型三级甲等医院内部诱发沟通障碍的5个主范畴,整理为沟通能力、背景立场、沟通环境、工作表现和客观条件,形成医院内部沟通障碍形成的机制模型。结论大型三级甲等医院内部沟通障碍产生的关键原因为员工沟通能力不足,应从沟通能力培训、工作流程再造、沟通机制创新、沟通文化营造等方面尽可能地预防沟通障碍的发生。

Objective To analyze the barriers to internal communication in a large tertiary hospital,in an attempt to provide a reference for hospitals to improve organizational management,strengthen internal communication,and reduce operational friction.Methods Focusing on the individual and organizational factors that hinder communication and induce communication conflicts,questionnaire-based surveys and in-depth interviews were conducted among hospital employees at different posts including clinicians,medical technicians,scientific researchers,and managing staff.The data obtained were qualitatively analyzed based on the grounded theory.Results Five major barriers to internal communication in the large tertiary hospital were identified through tertiary coding,including communication ability,background position,communication environment,work performance,and objective conditions.A mechanism model was establishment accordingly.Conclusions Poor communication skill is a key barrier to internal communication in large tertiary hospitals.Strategies for prevent communication problems inside a large hospital may include communication skill training,workflow reengineering,communication mechanism innovation,and communication culture building.