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目的了解医务人员在遭受工作场所暴力后的心理与行为反应以及组织应对策略。方法采用自拟问卷调查进行数据收集,共收集786份有效调查问卷。结果医务人员遭受暴力后心理反应依次为:愤怒(32.2%)、无安全感(21.9%)和委屈(15.6%);应对行为依次为:耐心解释(0.60%)、上报上级(0.50%)和忍气吞声(0.29%);科室和医院的组织对应依次为:领导出面调解(0.58%)、精神安抚(0.56%)、报警(0.28%)和让医务人员息事宁人(0.25%);50.80%的医务人员认为医院在处理暴力事件不够得当;68.20%的医务人员从未参加过预防暴力的培训。结论工作场所暴力给医务人员带来多种负面情绪,个人应对方式具有被动特点,然而,组织应对资源有限。科室和医院多采取息事宁人、控制事态和减少影响范围的组织应对方式,而常常忽视对医务人员的心理安抚与精神补偿,不但如此,暴力的预防、防范和处理应策略对并没有得到足够重视。
Objective To understand the psychological and behavioral responses of medical personnel after suffering from workplace violence and to organize their coping strategies. Methods A self-made questionnaire was used to collect data and a total of 786 valid questionnaires were collected. Results The psychological reactions of medical staff after being subjected to violence were as follows: anger (32.2%), insecurity (21.9%) and grievances (15.6%). The responding behaviors were as follows: patient explanation (0.29%); departmental and hospital organizations were: leadership mediation (0.58%), mental comfort (0.56%), alarm (0.28%) and medical staffing (0.25%); 50.80% medical staff They considered that the hospital was not properly handling the violence and that 68.20% of the medical staff had never participated in violence prevention training. Conclusions Workplace violence brings many negative emotions to the medical staff. The personal coping style has passive characteristics. However, the organization has limited resources to deal with. Departments and hospitals to take more rest and control, control the situation and reduce the impact of the organization to deal with the way, and often ignore the psychological comfort and mental compensation for medical staff, not only that, violence prevention, prevention and treatment should not pay enough attention to the strategy.