不同胜任水平心理健康服务人员来访者满意度定性分析  

A Qualitative Analysis of Client Satisfaction with Mental Health Service Providers at Different Levels of Competency

作　　者：张爱莲[1] 黄希庭[2] 

机构地区：[1]山东理工大学心理科学系,山东淄博255049 [2]西南大学心理学部,重庆400715

出　　处：《山东理工大学学报（社会科学版）》2014年第6期95-101,共7页Journal of Shandong University of Technology（Social Sciences Edition）

基　　金：教育部哲学社会科学研究重大课题攻关项目"中国心理健康服务体系现状及对策研究"(05JZD00031)的相关成果

摘　　要：为考察心理健康服务人员胜任水平对来访者满意度的影响,对10名不同胜任水平心理健康服务人员的来访者进行结构访谈。结果表明,多数来访者对所接受心理健康服务感到满意或比较满意,觉得被理解和对解决自己的问题有帮助是来访者感到满意的主要原因。来访者对心理健康服务人员的期望涉及个人特质、服务态度、知识技能等方面。心理健康服务人员的胜任特征是否符合来访者期望,对来访者满意度有一定影响。To investigate the influence of mental health service providers ’ competencies on client satisfaction, structure interviews were conducted on 10 clients serviced by 10 mental health service providers at different levels of competency .The results showed that most of the clients were satisfied or relatively satisfied with the mental health services .The major reasons were understandings and assistance given by the mental health service providers .The clients ’ expectations on mental health service providers included personality traits, service attitude, knowledge, skills, etc.Whether the mental health service providers ’ competencies were in accordance with the clients ’ expectations had some influence on client satisfaction .

关 键 词：心理健康服务人员 来访者满意度 胜任特征 

分 类 号：G448[哲学宗教—心理学]