Objective To construct a hospital service culture model, and to explore the relationship between hospital service culture and hospital employee well-being. Methods The constitutive construction factor of hospital culture service model was performed by qualitative research method. The preliminarily-developed Hospital Service Culture Questionnaire was used to collect the data,then screen the model′s constitutive factors,and carry out the validity and reliability test,exploratory factor analysis and confirmatory factor analysis. Using The Comprehensive Well-Being Scale and Hospital Service Culture Questionnaire verified by factor analysis,a survey was conducted among 583 staffs from six hospitals in Guangxi to analyze the relationship between hospital service culture and hospital employee well-being. Results Eight factors were screened out, including belongingness, achievability, capability development, self-harmony, humanization, effective communication,efficiency,win-win relationship. The highest and lowest loads of each factor were 0. 972 and 0. 620 respectively. The overall and each item Cronbach′s alpha coefficients of Hospital Service Culture Questionnaire were greater than 0. 70. The scores of negative emotional factors in the well-being scale negatively correlated with the score of each factor of hospital service culture(P<0. 05),and the scores of the other factors in the well-being scale positively correlated with the score of each factor of hospital service culture (P<0. 05). The results of multiple linear regression analysis showed that the subjective well-being scores were influenced by the scores of achievability, effective communication,self-harmony,efficiency and belongingness,the psychological well-being scores were influenced by the scores of self-harmony,achievability,humanization and win-win relationship,and the total score of the well-being scale was influenced by achievability, self-harmony,effective communication,belongingness,humanization,efficiency and capability development(all P<0. 05). Conclusion The questionnaire,which is developed from the successfully-established assessment model of hospital service culture,achieves good validity and reliability. The eight factors from the hospital service culture model have influences on the employee well-being in different degrees and scopes.%目的 构建医院服务文化模型,并探讨医院员工的医院服务文化与幸福感的关系.方法 通过质性研究构建医院服务文化的基本要素架构,初步制成《医院服务文化问卷》,收集数据,筛选模型的构成因子,进行信效度检验、探索性因子分析、验证性因子分析.采用《综合幸福量表》及经因子分析后的《医院服务文化问卷》对广西6家医院的583名员工进行调查,分析员工医院服务文化与幸福感的关系.结果 共筛选出归属感、成就感、能力发展、自我调和、人性化、有效沟通、效能性、共赢性8个因子,各因子最高载荷为0.972,最低载荷为0.620;《医院服务文化问卷》总体及各条目的Cronbach′sα系数均>0.70.幸福感量表的负性情感因子得分与医院服务文化各因子得分均呈负相关(P<0.05),其余幸福感量表的各因子得分与医院服务文化各因子得分皆呈显著正相关(P<0.05).多重线性回归分析结果显示,成就感、有效沟通、自我调和、效能性、归属感等因子得分可影响主观幸福感得分,自我调和、成就感、人性化、共赢性等因子得分可影响心理幸福感得分,成就感、自我调和、有效沟通、归属感、人性化、效能性、能力发展等因子得分可影响幸福感量表总得分(均P<0.05).结论 成功构建医院服务文化的评估模型,且制成的问卷信效度良好.医院服务文化模型中的8个因子在不同的程度对范围内对员工幸福感有影响.
展开▼
