基于4R危机管理理论的医院职工感知舆情现状研究  

Perceptions of public opinions among hospital employees:an analysis using the 4R crisis management theory

作　　者：郭君伟 楚晓岚 栗会芳 秦一力 王红 李少刚[1] Guo Junwei;Chu Xiaolan;Li Huifang;Qin Yili;Wang Hong;Li Shaogang(The Second Hospital of Shanxi Medical University,Taiyuan 030001,Shanxi Province,China)

机构地区：[1]山西医科大学第二医院,太原030001

出　　处：《中国医疗管理科学》2024年第5期123-128,共6页Chinese Journal Of Medical Management Sciences

基　　金：山西省哲学社会科学规划课题(2023YY084);山西省大健康产业高质量发展科研专项课题(DJKZXKT2023184)。

摘　　要：目的探讨在自媒体平台兴起背景下的医院舆情管理现状及改进措施。方法应用4R危机理论制定医院职工感知舆情“重要性—符合度”量表,统计8个维度、23个题项的评分,作配对t检验并运用重要—表现程度分析法(Importance-Performance Analysis,IPA)进行分析。结果在所有维度和题项的评价中,职工感知舆情现状的符合度均低于重要性,缩减阶段所含维度的差距最大。通过IPA分析可知,在23个题项中,“文化环境”中的第1题“医院通过多种渠道了解职工和患者诉求”属于“高重要性—低符合度”题项,需重点改进;在8个维度中,缩减阶段中第1维度“文化环境”和第3维度“医患平台”属于“低重要性—低符合度”维度,在认识和行动上需同步加强。结论缩减阶段是医院舆情管理的重点内容,应从医院、职工和患者3个方面提出改进措施,为医院舆情管理提供参考。Objective To investigate hospital public opinion management in an era of self-media rise.Methods Using the 4R(Reduction,Readiness,Response,and Recovery)crisis theory,an“importance-compliance”scale measuring the hospital employees'perceptions of public opinions was constructed.The scale contains 8 dimensions and 23 items,and the results were analyzed using the paired t test and Importance-Performance Analysis(IPA).Results Among all dimensions and items,the employees'perceptions of public opinions were lower than the importance,with the largest discrepancy found within the dimensions associated with the Reduction stage.Among the 23 items in the IPA analysis,the first item(“The hospital learns the demands of employees and patients through multiple channels”)under the"Cultural Environment"was found to be a“high importance/low compliance”item that demands particular attention.Among the eight dimensions,both dimension 1("Cultural Environment")and dimension 3(“Doctor-Patient Platform”)were“low importance/low compliance”dimensions in the Reduction stage and required enhancement in terms of awareness and action.Conclusion The Reduction stage constitutes a pivotal aspect of hospital public opinion management.Improvement measures are suggested from perspectives of hospitals,employees,and patients,thereby offering a reference for hospital public opinion management.

关 键 词：医院职工 舆情管理 4R危机理论 IPA 

分 类 号：R197[医药卫生—卫生事业管理]