情绪资本理论在激活护理人力资源中的作用

目的 探讨情绪资本理论在激活护理人力资源中的作用.方法 运用"情绪资本"理论,采用激励和情感交换的人性化管理,满足护士的个性化需求,为医院积累良好的内在情绪资本.注重细节服务,大力开展感动服务,为医院积累外在情绪资本.结果 实施"情绪资本"管理后,护士的满意度比实施前提高了3.6%,患者满意度由94.2%提高到98.4%,全年护理投诉由6起下降至2起,收到患者书面表扬由3次增加到8次,护理综合服务质量平均得分由93.3分提高到97.8分,全年护理差错由16起降至8起.结论 运用"情绪资本"理论管理,有利于激活护理人力资源,改善护理服务质量,提高管理效能.

Application of emotional capital theory in activating the nursing hmnan resource

Objective To study the function of emotional capital theory in activating the nursing human resources. Methods We used emotional capital theory together with the use of incentives and humane management of emotional exchange to meet the individual demands of nurses, in order to accumulate good for the intrinsic emotional capital of the hospital. At the same time, attention was paid to detail services and vigorously carried out the moving services to accumulate external emotional capital for the hospital. Results After the implementation of emotional capital management, the satisfaction rate of the nurse improved 3.6% than before, and the satisfaction rate of the patients increased from 94.2% to 98.4%.In addition,the nursing complaints redueed from six down to two, the written recognition received from patients increased from 3 to 8, the quality of the care integrated service score increased from 93.3 points to 97.8 points on average, and the nursing errors reduced from 16 to 8. Condusions Use of emotional capital management theory was conducive to activate the nursing human resources, improve the quality of the nursing service and the efficiency of management.