三级医院护理人员服务意识相关因素的调查分析

目的了解护理人员的服务意识现状及相关因素，为制定相应的措施提供理论依据。方法采用问卷调查法，调查258名三级医院护理人员的服务意识及其相关因素。结果81.01％的护理人员服务意识较好；与服务意识呈正相关的因素是组织承诺、专业认同、工作满意度，呈负相关的是角色模糊、工作压力、角色冲突；不同职称、是否有离职倾向的护士服务意识差异具有统计学意义（P〈0．01）；回归分析显示，组织承诺（P〈0．01）和角色模糊（P〈0.05）是服务意识的主要预测因素。结论护士的服务意识较好，影响服务意识的因素是多方面的，尤其是组织承诺和角色模糊，管理者应采用相应的措施来增强护理人员的服务意识，以提高护理质量。

Investigation and analysis on nurses'' service consciousness and its related factors in Grade-Ⅲ hospitals

To investigate nurses＇ service consciousness and its relating factors,in order to provide the basic information for developing administration measures. Method Two hundred and fifty - eight nurses working in a Grade - Ⅲ hospital in Beijing were investigated with a self - designed questionnaire. Results Most of the nurses （81. 01% ） reported a high level of service consciousness. There was a positive correlation between service consciousness and the factors such as organizational commitment,professional identification and job satisfaction,while a negative correlation between service consciousness and occupational stress,role conflict and role ambiguity. Nurses with different professional titles and having different demission tendency had significantly different service consciousness （P 〈 0. 01 ）. Regression statistics showed that organizational commitment （ P 〈 0. 01 ） and role ambiguity （P 〈 0. 05 ） were important predicted factors for service consciousness. Conclusion It is suggested that hospital nurses have good service consciousness and there are many factors influencing it,especially their organizational commitment and role ambiguity. Managers should take measures to enhance nurses ＇ service consciousness to improve the quality of nursing.