人性化管理服务构建及其在医院保健管理中的应用效果分析

Analysis of the Construction of Humanized Management Service and its Application Effect in Hospital Health Management

目的探讨构建人性化管理服务及其在医院保健管理中的应用效果。方法选取广东药科大学附属第一医院30名医务工作者为研究对象。2022年1—12月采用常规医院保健管理,设置为对照组。2023年1—12月采用人性化医院保健管理,设置为观察组。比较两组医疗保健工作者Maslach工作倦怠量表(Maslach Burnout Inventory,MBI)评分、心理授权量表(Psychological Empowerment Scale,PES)评分,并比较两组服务质量水平。结果观察组医务工作者职业倦怠MBI量表情感衰竭(23.39±3.83)分、去人格化评分(9.96±1.36)分低于对照组(29.07±4.36)分、(12.58±2.49)分,个人成就感(34.51±4.07)分高于对照组(26.90±4.33)分,差异有统计学意义(t=5.300、5.058、7.014,P均<0.05);观察组医务工作者心理授权PES量表自我效能、工作意义、自主性、工作影响及量表总分高于对照组,差异有统计学意义(P均<0.05);观察组服务质量评价中有形性、可靠性、响应性、保证性、移情性各维度服务质量测评值高于对照组,差异有统计学意义(P均<0.05)。结论人性化管理服务的构建与实施有利于提高医务工作者心理授权水平,减轻其职业倦怠,有利于医院保健服务质量提升。

Objective To explore the construction of humanized management service and its application effect in hospital health management.Methods A total of 30 medical workers in the First Affiliated Hospital of Guangdong Pharmaceutical University were selected as the research objects.From January to December 2022,the routine hospital health management was adopted and set as the control group.From January to December 2023,the humanized hospital health management design was adopted and set as the observation group.The Maslach Burnout Inventory(MBI)score and Psychological Empowerment Scale(PES)score of health care workers were compared between the two groups,and the quality of service was compared between the two groups.Results The MBI scale emotional exhaustion score was 23.39±3.83 and depersonalization score was 9.96±1.36 of the medical workers in the observation group,lower than those in the control group 29.07±4.36 and 12.58±2.49,and the personal accomplishment score was 34.51±4.07 higher than the control group 26.90±4.33,the differences were statistically significant(t=5.300,5.058,7.014,all P<0.05).The self-efficacy,work significance,autonomy,work impact and total score of psychological empowerment PES scale of medical workers in the observation group were higher than those in the control group,and the differences were statistically significant(all P<0.05).The service quality evaluation values of tangibility,reliability,responsiveness,assurance and empathy in the observation group were higher than those in the control group,and the differences were statistically significant(all P<0.05).Conclusion The construction and implementation of humanized management service is conducive to improving the psychological empowerment level of medical workers,reducing their job burnout,and improving the quality of hospital health care services.