资源增值视角下护士情绪劳动对患者满意度的影响
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女,博士,护士

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2021年同济医院科研基金项目(2021D06)


Effect of nurses′ emotional labor on patient satisfaction from the perspective of resource gain spiral
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    摘要:

    目的 探讨护士所拥有的资源(职业价值观、心理资本、情绪智力、组织支持感)、情绪劳动与患者满意度之间的关系,为激发护士情绪劳动管理提供参考。 方法 采用一般资料调查问卷、护士情绪劳动量表、护士职业价值观量表、心理资本量表、情绪智力量表及护士组织支持感问卷,对247名护士进行问卷调查。 结果 护士的情绪劳动条目均分为(4.22±0.59)分。患者满意度高分组护士情绪劳动总分及各维度得分显著高于患者满意度低分组(均P<0.05)。护士情绪劳动与职业价值观、心理资本、情绪智力与组织支持感呈正相关(均P<0.05)。结构方程模型分析显示,模型拟合可接受(CFI=0.960,TLI=0.941,RMSEA=0.092,SRMR=0.054);资源以情绪劳动为中介变量可间接预测患者满意度(P=0.027,95%CI=0.015~0.245)。 结论 护士情绪劳动处于高水平,对患者满意度存在积极效应,且高资源存量可以通过高水平情绪劳动正向预测患者满意度。护理管理者应为护士提供资源保障,激发情绪劳动积极效应,提高患者满意度,形成资源增值。

    Abstract:

    Objective To explore the relationship between resources (professional value, psychological capital, emotional intelligence, organizational support), emotional labor and patient satisfaction, so as to provide reference for stimulating new ideas for nurses′ emotional labor management. Methods A total of 247 nurses were investigated utilizing a general information questionnaire, the Nurses′ Emotional Labor Scale, the Nursing Professional Values Scale, the Psychological Capital Questionnaire-Revised, the Wong and Law Emotional Intelligence Scale and the Nurses′ Perceived Organizational Support Scale. Results The nurses′ emotional labor items averagely scored (4.22±0.59) points.The total score and subscale scores of nurses′ emotional labor in the high patient satisfaction group were significantly higher than those in the low patient satisfaction group (P<0.05 for all).The nurses′ emotional labor was positively correlated with professional values, psychological capital, emotional intelligence and organizational support (P<0.05 for all).Structural equation model analysis showed that, the model fit well (CFI=0.960,TLI=0.941,RMSEA=0.092,SRMR=0.054), and resources could indirectly predict patient satisfaction by using emotional labor as the mediating variable (P=0.027,95%CI=0.015-0.245). Conclusion Nurses′ emotional labor is at a high level and positively affects patient satisfaction.The high resource stock could positively predict patient satisfaction through high-level emotional labor.Nursing managers should provide resource protection for nurses to stimulate positive effects of emotional labor, improve patient satisfaction, and form a resource gain spiral.

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陈也,曾铁英,吴梅利洋.资源增值视角下护士情绪劳动对患者满意度的影响[J].护理学杂志,2022,27(15):61-65

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  • 收稿日期:2022-02-01
  • 最后修改日期:2022-03-24
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  • 在线发布日期: 2023-08-29