新形势下医院窗口岗位培训现况与需求调查研究  

An Investigation on the Status Quo of and Need for Counter Service Training in a Hospital under the New Situation

作　　者：田振[1] 张金[1] 唐磊[1] 吴楠[1] TIAN Zhen;ZHANG Jin;TANG Lei(Peking University Cancer Hospital and Beijing Institute of Cancer Prevention and Control,Beijing,100142,China;不详)

机构地区：[1]北京大学肿瘤医院暨北京市肿瘤防治研究所,北京100142

出　　处：《中国医院管理》2021年第12期77-79,83,共4页Chinese Hospital Management

摘　　要：目的描述和分析医院窗口岗位培训现况和需求,为制定培训计划提供数据支持。方法以窗口岗位人员132人为调查对象,利用问卷的方式调查其基本信息、培训现况和培训需求;采用频次和率进行描述和分析。结果90.2%窗口岗位人员为女性为主,47.7%为中专/大专学历;窗口岗位培训现况满意的比例为72.0%,在2018年没有参加任何培训的比例为7.6%,参加过的培训项目中以岗位专业知识(77.9%)和服务礼仪规范(63.9%)为主,科室级的培训项目占78.7%;对医院组织窗口岗位培训的需求迫切的比例为51.6%,认为对培训效果影响最大的因素是培训内容的实用性(66.7%),最希望参加的培训项目分别为沟通技巧、岗位专业知识、心理疏导、医疗急救技能和临床新进展,喜欢现场讲座、情景演练和参观学习等培训形式。结论窗口岗位人员对培训现况总体满意度不高,且现有参与的培训项目和类型都比较局限,对系统性培训需求迫切。医院应依据现代医院发展要求尽快建立窗口岗位培训体系与并制定具体计划,全面提升医院窗口岗位工作人员的职业素养及岗位胜任力。Objective To describe and analyze the status and demand for counter-service staff training in a hospital and to provide data support for related training planning.Methods A survey of 132 counter service staff in a hospital was conducted.Questionnaires were used to investigate their basic information,training status,and training needs.Frequency and rate were applied to describe and analyze corresponding variables.Results The majority(90.2%)of counter service staff are female.Majority of the staff(47.7%)have received technical secondary school/junior college-level education.The proportion of staff satisfied with the current status of training is 72.0%.The proportion of staff who did not participate in any training program in 2018 is 7.6%,and those who have participated in programs mainly focusing on professional knowledge(77.9%)and service etiquette(63.9%),and most of the programs(78.7%)are department level.51.6%of the staff have an urgent need for professional training,and 66.7%of them regard the practicality of training contents as the most influential factor of training effectiveness.As for training contents,the most wanted topics are communication skills,professional knowledge,psychological counseling,first aid skills,and clinical progress.The favorite training forms are lectures,role-play practice and observation visits.Conclusion The counter service staff’s overall satisfaction with their current training status was not high in the hospital,and the number and types of training programs are limited.Thus,there is an urgent need for systematic training programs.To improve the counter service staff’s professionalism and competence,the hospital should establish a systematic system and make specific plans for counter service training according to the requirements of modern hospitals’development as soon as possible.

关 键 词：窗口服务 培训体系 改善医疗服务 

分 类 号：R197.3[医药卫生—卫生事业管理]