冲突管理在护理管理中的应用  

Application of Conflict Management in Nursing Management

作　　者：潘文娟[1] 白建萍[2] 夏菱[2] 

机构地区：[1]中国人民解放军广州军区第421医院护理部,广东广州510318 [2]中国人民解放军广州军区第421医院麻醉科,广东广州510318

出　　处：《护理学报》2014年第3期19-22,共4页Journal of Nursing（China）

摘　　要：目的探讨运用冲突管理的方法,稳定护理队伍,提高护理服务满意度。方法对我院护士从上下级和同级冲突2个层面进行倾向型管理干预。采用明尼苏达满意度短式量表进行护士自身工作满意度调查,比较干预前后工作满意度得分;并对干预前后护士离职的原因进行分类比较,同时比较干预前后患者对护士的服务满意度。结果干预前后护士总体满意度分别为(68.67±10.58)分和(79.18±10.01)分,其中内部满意度分别为(39.35±8.19)分和(45.78±7.73)分,外部满意度分别为(28.53±7.93)分和(33.82±8.61)分,干预前后比较差异均有统计学意义(P<0.01)。干预后离职人员明显减少,其中因环境不满的离职人数较干预前有显著差异(P<0.05);干预后患者对护士服务满意度明显提高(P<0.05)。结论我院实施的冲突管理方法取得明显效果,提高了护士自身工作满意度,稳定了护理队伍,患者对护士服务更加满意。Objective To explore the effect of conflict management on nursing management and stabilizing nursing team. Methods Tendency management was conducted in two different levels throughout the hospital. By Minnesota Satisfaction Questionnaire（MSQ）, Job satisfaction before and after the intervention was assessed and reasons of nurses for leaving the job, patients＇ satisfaction with nursing before and after interventions were compared. Results The scores of overall satisfaction of nurses before and after interventions were 68.67±10.58 and 79.18±10.01 respectively and the scores of inner satisfaction were 39.35±8.19 and 45.78±7.73 before and ＇after intervention respectively, and those of external satisfaction were 28.53±7.93 and 33.82±8.61 respectively, which showed statistical significance（P〈0.01）. Staff departures decreased significantly and there was significant difference on the number of separations due to environmental dissatisfaction after the intervention （P〈0.05）; the patients＇ satisfaction with nurses improved significantly （P〈0.05）. Conclusion After conflict management, patients＇ satisfaction with nursing services and nurses＇ satisfaction with their own jobs improve greatly which in turn stabilizes the nursing team.

关 键 词：冲突管理 护理管理 护士满意度 患者满意度 

分 类 号：C931.3[经济管理—管理学]