陶伟++季国忠+刘虹

[摘要] 目的 了解江苏省内三级甲等医院医务人员情绪管理的基本状况，分析影响情绪管理的原因，探讨如何提升情绪管理能力。 方法 选取江苏省内8所三级甲等医院，采用分层随机抽样的方式，对1000名医务人员进行问卷调查，回收问卷820份，调查内容涉及医务人员工作中最常见的情绪、负性情绪的来源和排遣方式等。 结果 医务人员工作中最常见的正性情绪（平静和愉快）共占调查对象的32.7%，负性情绪（烦躁、焦虑、厌烦、委屈和愤怒）共占调查对象的63.5%，出现负性情绪的比例约为正性情绪的2倍。工作压力是形成医务人员负性情绪的主要原因，占调查对象的52.6%。医务人员排遣负性情绪的主要方式是轉移（如看电影、听音乐和体育运动等），占总调查人数的73.3%。运用专业的情绪心理学进行负性情绪排遣的医务人员非常少，熟练掌握的只有7.7%，不知道的占34.9%，知道一点的占57.4%。 结论 医务人员普遍处于负性情绪环境中，工作压力是医务人员目前负性情绪产生的最主要原因，大部分医务人员在工作中能够控制好情绪。加强医学生的人文教育、医院的人文管理和医务人员自身情绪的认知及管理培训，对改善医疗服务、促进医患关系和谐发展有着重要意义。

[关键词] 情绪管理；负性情绪；医务人员

[中图分类号] R197 [文献标识码] A [文章编号] 1673-7210（2016）12（b）-0165-04

Analysis on the current situation of medical staffs emotion management in grade A tertiary hospitals of Jiangsu Province

TAO Wei1，2 JI Guozhong2 LIU Hong3

1.School of Public Health， Nanjing Medical University， Jiangsu Province， Nanjing 211166， China； 2.The Second Hospital Affiliated to Nanjing Medical University， Jiangsu Province， Nanjing 210011， China； 3.School of Health Policy and Management， Nanjing Medical University， Jiangsu Province， Nanjing 211166， China

[Abstract] Objective To understand the basic situation of emotional management of medical staffs in grade A tertiary hospitals in Jiangsu Province， in order to analyze the reason effects the emotion and how to improve the emotion management capability. Methods Eight grade A tertiary hospitals in Jiangsu Province were selected， the questionnaire survey was conducted among 1000 medical staffs by stratified random sampling， with 820 copies received. The survey content involves the most common emotion in the medical staffs′ work， the source of the negative emotion and how to dispel it， etc. Results The most common positive emotion that the medical staff had was peace and pleasure， accounted for 32.7% of the respondents. And the negative emotion was fret， worry， disgust， grievance and angry， accounted for 63.5% of the respondents， which was double of the positive emotion staffs. The work pressure was the main reason of the medical staffs with the negative emotion， accounted for 52.6% of the respondents. The way to dispel the negative emotion of the medical staff was to transfer the attention， such as watching movie， listening to the music and doing workout， accounted for 73.3% of the respondents. Only 7.7% of the staff could utilize the professional sentimental psychology to dispel the negative emotion， the staff who did not know about this accounted for 34.9%， and the staffs who know litnle about these professional skills accounted for 57.4%. Conclusion The medical staffs are generally in a negative emotion environment， the work pressure is the main reason which leads to the negative emotion， and most of the staff can manage their emotion well in the work. Therefore， if enhancing the medical school students′ liberal education， the humanistic management in the hospital as well as the medical staffs′ self-emotion recognition and management training， will have significant meaning to improve the medical service and contribution to the harmonious development of the doctor-patient relationships.

[Key words] Emotion management； Negative emotion； Medical staff

情绪管理是对个体和群体的情绪进行控制和调节的过程，是培养驾驭情绪的能力、建立和维护良好情绪状态的一种现代管理方法[1]。……