李霞 陈凤云 王青

[摘要] 目的 探討PDCA循环在急诊科护士情绪劳动管理中的应用效果。 方法 采取整群抽样法选择2014年7月～2015年8月上海市中医药大学附属第七人民医院急诊科护士作为研究对象，按照管理方法和研究时间的不同分为对照组（37名）和研究组（43名）。对照组实施常规情绪劳动管理，研究组在对照组基础上实施PDCA管理。比较干预前后两组情绪劳动、一般自我效能感和工作满意度评分。 结果 对照组干预前后表面表现、深层表现及自然表现比较，差异无统计学意义（P > 0.05）；干预后研究组表面表现低于干预前，深层表现、自然表现高于干预前，差异均有统计学意义（P < 0.05）；干预后研究组表面表现低于对照组，深层表现、自然表现高于对照组，差异均有统计学意义（P < 0.05）。对照组干预前后一般自我效能感和工作满意度评分比较，差异无统计学意义（P > 0.05）；干预后研究组一般自我效能感和工作满意度评分高于干预前和同期对照组，差异均有统计学意义（P < 0.05）。 结论 PDCA循环可引导急诊科护士执行高质量的情绪劳动，增加工作积极性，提高护理服务质量，值得推广应用。

[关键词] 情绪劳动；应用效果；PDCA循环；自我效能

[中图分类号] R473 [文献标识码] A [文章编号] 1673-7210（2018）07（a）-0168-04

Application of PDCA cycle management in emotional labor management of nurses of emergency department

LI Xia CHEN Fengyun WANG Qing

Department of Emergency， Seventh People's Hospital of Shanghai University of TCM， Shanghai 200137， China

[Abstract] Objective To explore the application effect of PDCA cycle management in emotional labor management of emergency department nurses. Methods From July 2014 to August 2014， the nurses from Department of Emergency， Seventh People's Hospital of Shanghai University of TCM were selected as the research objects and divided into the control group （37 cases） and the study group （43 cases） by different management methods and study time. The control group was given routine emotional labor management， while the study group was given PDCA management on the basis of the control group. The scores of emotional labor， general self-efficacy and job satisfaction were compared between the two groups before and after intervention. Results There were no statistically significant differences in the surface performance， deep performance and natural performance before and after intervention in the control group （P > 0.05）. After interveniton， the surface performance in study group was lower than that of before intervention， the deep performance and natural performance were higher than those of before intervention， with statistically significant differences （P < 0.05）； the surface performance in study group was lower than that of control group， the deep performance and natural performance were higher than those of control group， with statistically significant differences （P < 0.05）. There were no statistically significant differences in the scores of general self-efficacy and job satisfaction before and after intervention in the control group （P > 0.05）. After interveniton， the scores of general self-efficacy and job satisfaction in the study group were higher than those of before intervention and those of control group at the same period of time， with statistically significant differences （P < 0.05）. Conclusion The PDCA cycle can guide emergency nurses to implement high quality emotional labor， increase work enthusiasm and improve the quality of nursing service， which is worthy of popularization and application.

[Key words] Emotional labor； Application effect； PDCA cycle； Self-efficacy

情绪劳动指管理好情绪以创造公众可以观察到的面部和肢体表现[1]。护理人员属于专业技术类的高情绪劳动者，她们与患者、家属、医生的沟通过程就是情绪劳动的过程[2]。急诊科护士是特殊的群体，肩负着急危重症患者从接诊到后续抢救治疗等一系列护理工作，既要秉承“救死扶伤”的职业道德，又要时刻面对各种突发事件，特殊的工作环境和工作特性使其不仅需要执行情绪劳动，而且可能是高负荷的情绪劳动[3]。情绪劳动可促进护士管理情绪，顺利完成工作，提高工作素养，但长期高负荷的情绪劳动易导致护士情绪长期压抑，进而导致情绪耗竭[4]。如……