基于情绪智力理论的医务人员微笑状况研究  

Research on Smile Service of Medical Staff Based on the Emotional Intelligence

作　　者：林安 顾翔 周晓[1] 刘虹[2] LIN An;GU Xiang;ZHOU Xiao(Department of Medical Affairs,Zhongda Hospital Lishui Branch,Southeast University,Nanjing 211200,China)

机构地区：[1]东南大学附属中大医院溧水分院医务科,江苏南京211200 [2]南京医科大学人文医学协同创新中心,江苏南京210029

出　　处：《医学与哲学》2019年第4期58-61,共4页Medicine and Philosophy

基　　金：2013年江苏省社会科学基金项目(13GLB010)

摘　　要：采用定性研究与定量研究相结合的方法,对江苏(包括南京地区、苏南地区、苏中地区、苏北地区)8家三级医疗机构825名医务人员以及807名就诊患者进行相关调查,了解目前医务人员微笑服务状况以及微笑服务运用情况。基于情绪智力理论,从情绪察觉能力、情绪管理能力、情绪激励能力、情绪理解能力、情绪关系协调能力五个方面分析医务人员微笑服务过程中存在的不足之处,从而针对性地提出改进措施,优化微笑服务内容,改善目前的医患沟通环境,促进医疗服务可持续性发展。Both of quantitative and qualitative research methods are used to investigate the smile service situation of 825 medical staffs and 807 patients from 8 tertiary hospitals of Nanjing and other regions of south,middle and north of Jiangsu province.Based on the ability of emotional perception,management,motivation,understanding and relationship coordination,the authors use the emotional intelligence theory to analyze the problems of smile service of medical staff and offer some measures to optimize the smile service content,improve the current doctor-patient communication and promote the sustainable development of medical service.

关 键 词：医患沟通 情绪智力 微笑服务 

分 类 号：R-05[医药卫生]