内科系统护理人员情商对护理服务质量的影响

目的：探讨内科系统护理人员情商对护理服务质量的影响，为内科系统护理人员情商培养和护理质量持续改进提供依据。方法选取内科系统7个病区护理人员85名为研究对象，应用情商测验量表予以情商测评，并与患者满意度的测评结果进行相关分析。结果情商测评结果显示，85名护理人员的情商总分平均为（71.66±9.66）分，其中81～100分水平14名（16.5％），41～80分水平71名（83.5％）；自我情绪认知（14.04±2.49）分，情绪调控（13.92±2.53）分，自我激励（15.52±2.28）分，他人情绪认知（14.05±2.21）分，人际关系管理（14.12±2.85）分。护理服务满意度调查平均分为（48.03±0.54）分，Pearson相关分析结果显示：护理服务满意度和护理人员情商在各个维度上呈正相关（ P＜0.05）。结论在内科系统临床护理工作中，高情商的护理人员患者满意度较高，更有可能提供高质量的护理服务，为了推动内科系统护理质量的持续改进，护理人员必须加强情商培养，不断完善自己，以适应现代护理模式发展态势的需要。

Influence of Internal Medicine Department's nurses'emotional quotient impact on the quality of nursing service

Objective To investigate the effect of Internal Medicine Department's nurses'emotional quotient impact on the quality of nursing service in order to provide the basis for the continuous improvement of nursing quality and the training of nursing staffs'emotional quotient.Methods A total of 85 cases of Internal Medicine Department from seven ward were selected as the research object.Emotional intelligence scale was used to evaluate their EQ, which was compared with the evaluation of the patients'satisfaction.Results The EQ scores of all nurses were ( 71.66 ±9.66 ) points, within which 14 nurses (16.5%) got 81~100 points and 71 nurses (83.5%) got 41~80 points.The scores of self recognition, emotion regulation, self motivation, others emotion recognition and interpersonal relationship man-agement were (14.04±2.49), (13.92 ±2.53), (15.52 ±2.28), (14.05 ±2.21) and (14.12 ±2.85) respective-ly.The average score of nursing service satisfaction survey was (48.03±0.54) .Analysis of Pearson correlation showed that the satisfaction with nursing service and nursing staffs were positively related to each dimension of EQ scores ( P<0.05) .Conclusion For the clinical nursing work of Internal Medicine Department, nurses with high EQ are more likely to provide high quality nursing service.In order to promote the continuous improvement on nursing quality of In-ternal Medicine Department, nursing staffs should strengthen their cultivation of EQ and constantly improve themselves to adapt to the needs of the development trend of modern nursing mode.