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.
12320 health hotlineCall centerCounselorsJob burnoutWork stress
国家科技期刊平台
NSTL
万方数据
