上海市12320卫生热线咨询员职业倦怠与工作压力状况调查
Investigation on Occupational Burnout and Work Stress Among 12320 Health Hotline Counselors in Shanghai
陆斯琦 1杨建军 2董建树 2王志伟 3刘于皛4
作者信息
- 1. 肇庆医学院心理学教研室,肇庆,526020
- 2. 上海市健康促进中心,上海,200040
- 3. 广州市疾病预防控制中心12320 热线管理部,广州,510440
- 4. 海军军医大学护理系,上海,200433;上海健康医学院,上海,201318
- 折叠
摘要
目的 了解上海市12320卫生热线咨询员的职业倦怠与工作压力状况,为今后开展提高医疗行业窗口服务人员心理健康水平的相关工作提供参考.方法 使用职业倦怠问卷服务行业版(MBI-HSS)及工作压力自评量表对上海市12320卫生热线在职咨询员开展问卷调查,并针对咨询员的心身健康状态、工作体验感等进行非结构式访谈.结果 咨询员职业倦怠3个维度的总体得分分别为(15.08±11.38)、(7.35±6.79)及(24.05±10.36)分.其中,情感衰竭、去人性化维度上的倦怠程度以轻度为主,检出人数均为18人(48.65％);个人成就感维度上以重度居多,检出人数为26人(70.27％).咨询员工作压力的自评高于5分者为21人(56.76％),工作压力自评分与职业倦怠情感耗竭、去人性化维度呈正相关(P<0.05).结论 上海市12320卫生热线咨询员报告的工作压力水平较高,职业倦怠检出多,以缺乏个人成就感为主要特征.在日后的工作压力管理与干预中,主管部门需提出针对性措施,着重提升咨询员的个人成就感,提升其心理健康水平,以预防和减轻职业倦怠的发生,从而为公众提供更好的服务.
Abstract
Objective To understand the occupational burnout and work pressure status of 12320 health hotline counselors in Shanghai,and provide the reference for future work to improve the mental health level of window service personnel in the medical industry.Methods A questionnaire survey was conducted on in-service counselors of the Shanghai 12320 Health Hotline using the MBI-HSS and Work Stress Self Assessment Scale,and conduct unstructured interviews on the counselors'physical and mental health status,work experience,etc.Results The overall scores for the three dimensions of consultant burnout were(15.08±11.38),(7.35±6.79),and(24.05±10.36)points,respectively.Among them,the degree of fatigue in the dimensions of emotional exhaustion and dehumanization was mainly mild,with a detection rate of 18 people(48.65%).The degree of personal achievement was mostly severe,with a detection rate of 26 people(70.27%).Among the consultants,21(56.76%)scored above 5 on their self-evaluation of work stress.The self-evaluation of work stress was positively correlated with occupational burnout,emotional exhaustion,and dehumanization dimensions(P<0.05).Conclusion The 12320 health hotline counselor in Shanghai reported a high level of work stress and a high incidence of occupational burnout,characterized by a lack of personal achievement.In future work stress management and intervention,the supervisory department needs to propose targeted measures,focusing on enhancing the personal sense of achievement of counselors,improving their mental health level,in order to prevent and alleviate the occurrence of occupational burnout,and provide better services to the public.
关键词
12320卫生热线/呼叫中心/咨询员/职业倦怠/工作压力Key words
12320 health hotline/Call center/Counselors/Job burnout/Work stress引用本文复制引用
出版年
2024
国家科技期刊平台
NSTL
万方数据