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目的了解某市急救医疗调度员的工作现状及存在问题,为有效提高其工作效率及质量提供参考依据。方法采用方便抽样的方法,从6个急救医疗指挥机构中抽取74名调度员进行问卷调查。结果大多数调度员对急救医疗调度工作是感兴趣的(64.9%);从来没有离开目前岗位想法的有27人(36.5%);26人(35.2%)对目前收入表示不满意;调度员认为需要加强的培训项目主要有突发事件应急处理调度培训和调度指挥沟通能力培训;调度工作中较常见的问题首要的是骚扰电话;62人(83.8%)认为工作上有压力:工作时间压力及职业发展压力是主要的工作压力来源。结论可从增加调度员收入,加强业务培训,设法减少骚扰电话,有效缓解工作压力等方面入手,进一步提高工作效率及质量。
Objective To understand the current situation and existing problems of emergency medical dispatchers in a certain city and provide reference for effectively improving their work efficiency and quality. Methods Using a convenient sampling method, 74 dispatchers were drawn from 6 emergency medical command organizations to conduct a questionnaire survey. Results Most dispatchers were interested in emergency medical dispatch work (64.9%); 27 (36.5%) never left their current job positions; 26 (35.2%) were dissatisfied with current income; the dispatcher considered The training programs that need to be strengthened are mainly the training of emergency response dispatching and the training of dispatching command and communication skills. The most common problems in dispatching work are mainly harassing calls; 62 (83.8%) think the work is under pressure: working hours pressure and Career stress is the main source of work stress. Conclusion The work efficiency and quality can be further improved by increasing the dispatchers’ income, strengthening business training, reducing harassing phone calls, and effectively relieving work pressure.