语言暴力对门诊护士职业倦怠的影响及人文关怀和情绪智力的多重中介效应分析

职业与健康 ›› 2025, Vol. 41 ›› Issue (11): 1456-1461.

语言暴力对门诊护士职业倦怠的影响及人文关怀和情绪智力的多重中介效应分析

宋萍¹, 詹慧¹, 陈娴², 汪秀萍¹, 张忠英³

1.南京医科大学附属南京医院（南京市第一医院）门诊部,江苏南京 210000;
2.南京医科大学附属妇产医院（南京市妇幼保健院）门诊血透中心,江苏南京 210004;
3.东南大学附属中大医院门诊部,江苏南京 210009

收稿日期:2024-09-14 修回日期:2024-09-21 发布日期:2025-12-12
通信作者: 詹慧,副主任护师,E-mail：752177545@qq.com
作者简介:宋萍,女,主管护师,主要从事门诊护理及护理管理工作。

Analysis on impact of verbal violence on occupational burnout in outpatient nurses and the multiple mediating effects of caring ability and emotional intelligence

SONG Ping¹, ZHAN Hui¹, CHEN Xian², WANG Xiuping¹, ZHANG Zhongying³

1. Outpatient Department, Nanjing First Hospital, Nanjing Medical University, Nanjing, Jiangsu 210000, China;
2. Hemodialysis Center, Women's Hospital of Nanjing Medical University（Nanjing Women and Children' s Healthcare Hospital）, Nanjing, Jiangsu 210004 China;
3. Outpatient Department, Zhongda Hospital, Southeast University, Nanjing, Jiangsu 210009 China

Received:2024-09-14 Revised:2024-09-21 Published:2025-12-12
Contact: ZHAN Hui,Deputy chief nurse,E-mail：752177545@qq.com

摘要/Abstract

摘要： 目的了解人文关怀能力和情绪智力在门诊护士遭遇语言暴力与职业倦怠的多重中介效应。方法 2023年6—8月通过便利抽样方法,选取江苏省12所不同等级公立医院的394名门诊护士作为研究对象,采用一般资料调查问卷、门诊工作场所语言暴力调查问卷、人文关怀能力量表、情绪智力源量表以及职业倦怠量表进行数据收集,并应用结构方程模型分析人文关怀能力和情绪智力在门诊护士遭遇语言暴力与职业倦怠间的中介作用。结果 110位（27.92%）门诊护士报告近1个月在工作中遭受语言暴力。江苏省12所不同等级公立医院的门诊护士的职业人文关怀能力总得分为（181.51±24.06）分,情绪智力总得分为（68.31±16.97）分,职业倦怠得分为（135.57±24.22）分。遭受语言暴力与职业倦怠之间存在显著的正相关（r=0.370,P<0.05）。人文关怀能力和情绪智力在调节语言暴力与职业倦怠的关系中起到部分中介作用,中介效应分别为9.77%和32.65%。结论人文关怀能力和情绪智力在缓解语言暴力与职业倦怠之间发挥重要的中介作用,其中情绪智力的中介效应更为显著。提升门诊护士的人文关怀和情绪智力能力,有助于减轻语言暴力引发的职业倦怠,从而有效改善医患关系,提高护理服务质量和护士的工作满意度。

关键词: 门诊护士, 语言暴力, 职业倦怠, 人文关怀能力, 情绪智力

Abstract: Objective To investigate the multiple mediating effects of caring ability and emotional intelligence on the relationship between verbal violence encountered by outpatient nurses and their professional burnout. Methods A convenience sampling method was used to select 394 outpatient nurses from 12 public hospitals of different levels in Jiangsu Province from June to August 2023 as research subjects. Data collection was conducted using a general information questionnaire,an outpatient workplace verbal violence questionnaire,caring ability inventory scale,Wong and Law emotional intelligence scale,and occupational burnout scale. Structural equation modeling was applied to analyze the mediating role of care capability and emotional intelligence between verbal violence encountered by outpatient nurses and occupational burnout. Results 110 outpatient nurses（27.92%） reported experiencing verbal violence at work in the past month. The total score of care ability,emotional intelligence and occupational burnout for outpatient nurses in 12 different levels of public hospitals in Jiangsu Province were （181.51±24.06）,（68.31±16.97）,and（135.57±24.22）points,respectively. There was a significant positive correlation between verbal violence suffered by outpatient nurses and occupational burnout（r=0.370,P<0.05）. Care capability and emotional intelligence played a partial mediating role in the relationship between verbal violence and nursing burnout,with mediating effects of 9.77% and 32.65%,respectively. Conclusion Care capability and emotional intelligence play an important mediating role in alleviating the relationship between verbal violence and occupational burnout,with the mediating effect of emotional intelligence being more significant. Enhancing the care capability and emotional intelligence capabilities of outpatient nurses can help reduce the occupational burnout caused by verbal violence,effectively improve doctor-patient relationships,enhance nursing service quality,and increase nurses' job satisfaction.

Key words: Outpatient nurses, Verbal violence, Occupational burnout, Care capability, Emotional intelligence

宋萍, 詹慧, 陈娴, 汪秀萍, 张忠英. 语言暴力对门诊护士职业倦怠的影响及人文关怀和情绪智力的多重中介效应分析. [J]职业与健康, 2025, 41(11): 1456-1461.

SONG Ping, ZHAN Hui, CHEN Xian, WANG Xiuping, ZHANG Zhongying. Analysis on impact of verbal violence on occupational burnout in outpatient nurses and the multiple mediating effects of caring ability and emotional intelligence. [J]OCCUPATION AND HEALTH, 2025, 41(11): 1456-1461.

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