护理学报
護理學報
호이학보
JOURNAL OF NURSING
2014年
3期
19-21,22
,共4页
冲突管理%护理管理%护士满意度%患者满意度
遲突管理%護理管理%護士滿意度%患者滿意度
충돌관리%호리관리%호사만의도%환자만의도
conflict management%nursing management%nurses’ satisfaction%patients’ satisfaction
目的：探讨运用冲突管理的方法，稳定护理队伍，提高护理服务满意度。方法对我院护士从上下级和同级冲突2个层面进行倾向型管理干预。采用明尼苏达满意度短式量表进行护士自身工作满意度调查，比较干预前后工作满意度得分；并对干预前后护士离职的原因进行分类比较，同时比较干预前后患者对护士的服务满意度。结果干预前后护士总体满意度分别为（68.67±10.58）分和（79.18±10.01）分，其中内部满意度分别为（39.35±8.19）分和（45.78±7.73）分，外部满意度分别为（28.53±7.93）分和（33.82±8.61）分，干预前后比较差异均有统计学意义（P＜0.01）。干预后离职人员明显减少，其中因环境不满的离职人数较干预前有显著差异（P＜0.05）；干预后患者对护士服务满意度明显提高（P＜0.05）。结论我院实施的冲突管理方法取得明显效果，提高了护士自身工作满意度，稳定了护理队伍，患者对护士服务更加满意。
目的：探討運用遲突管理的方法，穩定護理隊伍，提高護理服務滿意度。方法對我院護士從上下級和同級遲突2箇層麵進行傾嚮型管理榦預。採用明尼囌達滿意度短式量錶進行護士自身工作滿意度調查，比較榦預前後工作滿意度得分；併對榦預前後護士離職的原因進行分類比較，同時比較榦預前後患者對護士的服務滿意度。結果榦預前後護士總體滿意度分彆為（68.67±10.58）分和（79.18±10.01）分，其中內部滿意度分彆為（39.35±8.19）分和（45.78±7.73）分，外部滿意度分彆為（28.53±7.93）分和（33.82±8.61）分，榦預前後比較差異均有統計學意義（P＜0.01）。榦預後離職人員明顯減少，其中因環境不滿的離職人數較榦預前有顯著差異（P＜0.05）；榦預後患者對護士服務滿意度明顯提高（P＜0.05）。結論我院實施的遲突管理方法取得明顯效果，提高瞭護士自身工作滿意度，穩定瞭護理隊伍，患者對護士服務更加滿意。
목적：탐토운용충돌관리적방법，은정호리대오，제고호리복무만의도。방법대아원호사종상하급화동급충돌2개층면진행경향형관리간예。채용명니소체만의도단식량표진행호사자신공작만의도조사，비교간예전후공작만의도득분；병대간예전후호사리직적원인진행분류비교，동시비교간예전후환자대호사적복무만의도。결과간예전후호사총체만의도분별위（68.67±10.58）분화（79.18±10.01）분，기중내부만의도분별위（39.35±8.19）분화（45.78±7.73）분，외부만의도분별위（28.53±7.93）분화（33.82±8.61）분，간예전후비교차이균유통계학의의（P＜0.01）。간예후리직인원명현감소，기중인배경불만적리직인수교간예전유현저차이（P＜0.05）；간예후환자대호사복무만의도명현제고（P＜0.05）。결론아원실시적충돌관리방법취득명현효과，제고료호사자신공작만의도，은정료호리대오，환자대호사복무경가만의。
Objective To explore the effect of conflict management on nursing management and stabilizing nursing team. Methods Tendency management was conducted in two different levels throughout the hospital. By Minnesota Satisfaction Questionnaire(MSQ), Job satisfaction before and after the intervention was assessed and reasons of nurses for leaving the job, patients ’ satisfaction with nursing before and after interventions were compared. Results The scores of overall satisfaction of nurses before and after interventions were 68.67 ±10.58 and 79.18 ±10.01 respectively and the scores of inner satisfaction were 39.35 ±8.19 and 45.78 ±7.73 before and after intervention respectively, and those of external satisfaction were 28.53 ±7.93 and 33.82 ±8.61 respectively, which showed statistical significance(P<0.01). Staff departures decreased significantly and there was significant difference on the number of separations due to environmental dissatisfaction after the intervention (P<0.05); the patients’ satisfaction with nurses improved significantly(P<0.05). Conclusion After conflict management, patients’ satisfaction with nursing services and nurses’ satisfaction with their own jobs improve greatly which in turn stabilizes the nursing team.
