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目的:探究基层医疗卫生机构医护人员情绪劳动对职业倦怠感、服务破坏的影响。方法:整群随机抽取四川地区社区卫生服务中心和乡镇卫生院的医生和护士共1 170名,采用情绪劳动量表、职业倦怠感量表、服务破坏量表进行问卷调查。结果:表层扮演、深层扮演是情感耗竭、人格解体的预测变量(P<0.001,P<0.001);深层扮演、自然表现是个人成就感降低的预测变量(P<0.001,P<0.001)。表层扮演、深层扮演是服务破坏的预测变量(P<0.001,P<0.001)。结论:情绪劳动对职业倦怠感、服务破坏的预测作用显著,卫生机构管理层应高度重视,采取针对性措施有效预防和降低其负面效应。
Objective: To explore the impact of emotional labor on the burnout and service disruption of medical staff in primary health care institutions. Methods: A total of 1,170 doctors and nurses from community health service centers and township hospitals in Sichuan were selected randomly from the cluster. Questionnaires were conducted using emotional labor scale, job burnout scale and service damage scale. (P <0.001, P <0.001). Depth play, natural performance is the predictor of personal accomplishment reduction (P <0.001, P <0.001). Surface play, deep play a predictor of service disruption (P <0.001, P <0.001). Conclusion: Emotional labor has a significant effect on job burnout and service disruption prediction. The management of health agencies should attach great importance to it, and take targeted measures to prevent and reduce its negative effects effectively.