盖洛普Q12对护士工作满意度的影响及应用研究  

Gallup's Q12's Effect on Satisfactory Rate toward Nurse's Work and its Application Study

作　　者：马晓华 

机构地区：[1]暨南大学第二临床医学院深圳市人民医院,广东深圳518020

出　　处：《护理学报》2006年第9期9-11,共3页Journal of Nursing（China）

摘　　要：目的探讨什么样的工作环境最能激发护士的才干和热情以及盖洛普Q12运用在护理人性化管理中对营造一个良好的基层工作环境的作用。方法选用盖洛普Q12调查表,随机抽查某院16个病区的350名护士,采用自设的病人满意度调查表分别调查了这些病区的病人满意度。结果在333份有效问卷中对盖洛普Q12选择“非常满意”的占总选项的39．21%,选择“比较满意”占总选项的41．39%,选择“较不满意”占总选项的5．86%,选择“不满意”占总选项的13．49%,护士满意度和病人满意度有正的直线相关关系,随着护士满意度的提高,病人满意度增高。结论盖洛普Q12运用在护理人性管理中对营造一个积极、高效的基层工作环境是非常有效的,它们是管理中的12个重点。护士长如果能悉心关注这12个方面,使护士们对所有12个问题都作出肯定的回答,那么护士工作的满意度、患者满意度及医院的效益将会得到有效的提高。Objective To discuss the working environment which can stimulate nurses＇ talent and enthusiasm and explore the effect of Gallup＇s Q12 on humanized nursing management. Methods 350 nurses in 16 wards of our hospital were investigated by Gallup＇s Q12 and patients＇ satisfactory rates toward them were surveyed by self-designed questionnaire. Results In 333 copies of effective questionnaires, 39.21% of the people chose ＂very satisfactory＂, 41.39% Chose ＂relatively satisfactory＂, 5.86% chose ＂not satisfactory comparatively＂, and 13.49% chose ＂not satisfactory＂. Nurse＇s degree of satisfaction and patient＇s degree of satisfaction had linear positive correlation. With the improvement of nurse＇s degree of satisfaction, patient＇s degree of satisfaction increased. Conclusion It is very effective to build a positive, high-efficient basic working environment by using Gallup＇s Q12 in nurse humanized management. There are 12 key points in the management. If charge nurses can concentrate their attentions on the 12 key points and let nurses make the affirmative answers to all the 12 questions, nurse＇s satisfactory rate, the patient＇s satisfactory rate and hospital＇s profit will be improved effectively.

关 键 词：盖洛普Q12 人性管理 护理管理 护士满意度 病人满意度 工作环境 

分 类 号：C931[经济管理—管理学]