李佳，关晋英，邓静，李慧

引用本文： 李佳，关晋英，邓静，李慧.护理人员值守心理援助热线的胜任力与服务质量督导效果评价[J].护理研究,2021,35(16):2874-2878

摘要： [目的]分析护理人员值守心理援助热线的胜任力与服务质量督导效能。[方法]对2020年2月6日—2020年5月30日四川省“96111”心理援助热线00：00-08：00时间段由护理人员值守的307个热线来电类型进行分析，根据来电类型和护理人员反馈情况进行朋辈督导、专家团体督导及心理危机干预后的即刻督导。评估督导前后护理人员应对来电效能情况。[结果]根据来电类型采用不同督导形式可有效提高护理人员接听效能；督导后护理人员共情、真诚、人际察觉力、影响力、分析性思维、咨询关系构建及主动学习评分高于督导前（<0.05）；非高危来电者满意度持续提高；高危来电自杀风险级别明显降低。[结论]朋辈督导、专家团体督导及心理危机干预后的即刻督导能持续提升咨询人员素质，保障咨询效能，提升服务质量，促进来电群众的身心状态稳定。

关键词： 心理援助热线;热线督导;胜任力;咨询服务质量;服务效能;护理

课题： 四川省软科学研究计划项目(2018ZR0384)

LI Jia，GUAN Jinying，DENG Jing，LI Hui

Abstract [Objective]To analyze the competence of nursing staff on duty at the psychological assistance hotline and the supervision effectiveness of service quality.[Methods]From February 6，2020 to May 30，2020 the type of 307 calls received from the "96111" psychological assistance hotline of Sichuan province during the period from 00：00 to 08：00 were analyzed.Based on the call type and the feedback from the nursing staff，peer supervision，expert group supervision and immediate supervision after psychological crisis intervention were carried out.The effectiveness of nurses in response to calls was assessed before and after the supervision.[Results]Applied different forms of supervision according to the types of calls could effectively improve the effectiveness of nursing staff's answering.After the supervision，nursing staff's empathy，sincerity，interpersonal awareness，influence，analytical thinking，consultation relationship construction and active learning scores were higher than those before supervision （<0.05）.The satisfaction of non⁃high⁃risk callers continued to increase；the risk level of high⁃risk suicide calls reduced significantly.[Conclusions]Peer supervision，expert group supervision，and immediate supervision after psychological crisis intervention could continuously improve the quality of consultants， ensure consultation efficiency， improve service quality and promote the mental and physical stability of callers.

Keywords psychological assistance hotline;hotline supervision;competence;consulting service quality;service efficiency;nursing

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