黑龙江省辖区内“120”急救中心调度员工作量及职业压力现状研究

Research on the Status of Dispatchers Workload and Job Stress in "120" Emergency Command Centers in Heilongjiang Province

目的:调查黑龙江省辖区内的120急救调度中心调度员的工作量与职业压力情况,为在120急救中心进行人力资源优化配置提供支持。方法:通过基础工作量问卷与工作内容量表(JCQ)问卷对黑龙江省内8家"120"急救调度中心内共计62名急救中心调度员进行调查和统计分析,并对调度科室主任进行访谈。结果:调度员的通话量呈现明显的地区差异性并异常地高于调度量,调度员的工作属于积极型的工作状态,但是决策自主度的分数较低,而技术自主度则与通话量和调度量具有明显线性关系(P<0.05),调度时间与上司支持和同事支持有显著相关性(P<0.05)。结论:黑龙江省辖区内的急救调度中心依旧处于组织结构复杂化、资源分配不均的情况,需要对调度员缩短调度时间进行训练以及对市民进行急救知识教育以减少无用通话的数量。

Objective: To investigate the workload and jobstress of the dispatchers in the 120 first aid dispatch center in Heilongjiang Province, and provide support for the optimal allocation of human resources in the 120 emergency center. Methods: Questionnaire survey and statistical analysis about Basic Workload Questionnaire and Job Content Questionnaire(JCQ) by 62 dispatchers from 8 '120' emergency command centers in Heilongjiang Province were performed. A detailed interview study was made to the head of the department. Results: The calls number of the dispatchers showed obvious regional differences and was exceptionally higher than the scheduling number. The job of a dispatcher was a positive working state, but the the score of decision authority was low and the Skill Discretion had a clear linear relationship with the calls number and the scheduling number(P<0.05). Scheduling time had a significant correlation with Supervisor Social Support and Coworker Social Support(P<0.05). Conclusion: The emergency command center in Heilongjiang province was still in in the case of complex organizational structure and the distribution of resources was not evenly distributed.It was necessary to train the dispatchers to shorten the scheduling time and educate the citizens about first aid knowledge in order to reduce the number of useless calls.