تأثیر تعاملی انتقاد از عملکرد و برانگیختن همدلی بر رفتار حمایتی شهروندان نسبت به پرستاران بخش دولتی

محورهای موضوعی : -مدیریت خدمات بهداشتی و درمانی

مینا علوی ¹ , سیده لعیا مرتضوی ²

1 - استادیار گروه مدیریت دولتی، واحد قزوین، دانشگاه آزاد اسلامی، قزوین، ایران
2 - گروه مدیریت دولتی، واحد آستارا، دانشگاه آزاد اسلامی، آستارا، ایران

تاریخ دریافت : 1404/06/15 تاریخ پذیرش : 1404/07/27 تاریخ انتشار : 1404/09/26

کلید واژه: رفتار حمایتی, همدلی, انتقاد از عملکرد, تعامل شهروند-پرستار, بیمارستان دولتی, مطالعه آزمایشی, زنجان,

چکیده مقاله :

زمینه و هدف: کیفیت تعامل میان شهروندان و کادر درمان یکی از عوامل کلیدی مؤثر در کیفیت مراقبت و سلامت روان پرستاران است. این پژوهش با هدف بررسی آزمایشگاهی عوامل اثرگذار بر رفتار حمایتی شهروندان زنجانی از پرستاران بیمارستان‌های دولتی انجام شد و به‌طور خاص، تأثیر برانگیختن همدلی، انتقاد از عملکرد، اثر متقابل آن‌ها و نقش تعدیل‌گر سن را مورد تحلیل قرار داد.

روش‌: این پژوهش، یک مطالعه آزمایشی آنلاین با طرح فاکتوریل بین‌گروهی ۲×۲ بود. جامعه آماری کلیه شهروندان بالای ۱۸ سال ساکن شهر زنجان (با حجم تقریبی ۳۶۹٬۳۰۰ نفر) را در بر می‌گرفت. حجم نمونه اولیه با استفاده از فرمول کوکران ۴۵۰ نفر محاسبه شد و پس از حذف موارد ناقص، داده‌های ۴۰۴ شرکت‌کننده که به روش نمونه‌گیری طبقه‌ای در دسترس انتخاب شده بودند، تحلیل گردید. ابزار گردآوری داده‌ها پرسشنامه آنلاین محقق‌ساخته بود و تحلیل‌ها با استفاده از رگرسیون لجستیک و مدل خطی تعمیم‌یافته در نرم‌افزار SPSS-26 انجام گرفت.

یافته‌ها: نتایج نشان داد که برانگیختن همدلی به‌تنهایی تأثیر معناداری بر افزایش رفتار حمایتی شهروندان نداشت(p=0.687). در مقابل و برخلاف انتظار، انتقاد مستقیم از عملکرد پرستاران به‌طور معناداری احتمال بروز رفتار حمایتی را افزایش داد(B=-2.180, p<0.001). همچنین، اثر تعاملی میان همدلی و انتقاد معنادار بود (B=-0.946, p=0.001)؛ به این معنا که همدلی توانست تأثیر مثبت انتقاد بر رفتار حمایتی را تقویت کند. متغیر سن نیز این رابطه را به‌طور معناداری تعدیل کرد (B=-0.356, p=0.018)، به‌طوری‌که با افزایش سن شرکت‌کنندگان، تأثیر مثبت انتقاد بر حمایت کاهش می‌یافت.

نتیجه‌گیری: رفتار حمایتی شهروندان از پرستاران، پدیده‌ای پیچیده است که صرفاً با آگاه‌سازی از چالش‌های شغلی آنان تقویت نمی‌شود. این مطالعه نشان داد که انتقاد از عملکرد، به‌ویژه اگر با برانگیختن حس همدلی همراه شود، می‌تواند یک محرک قدرتمند برای جلب حمایت عمومی باشد. این یافته‌ها بر لزوم بازنگری در راهبردهای ارتباطی نظام سلامت و بیمارستان‌ها تأکید دارد و پیشنهاد می‌کند مدیریت فعالانه بازخوردها و انتقادات شهروندان، نقشی کلیدی در بهبود تعاملات و تقویت حمایت از کادر درمان ایفا می‌کند.

چکیده انگلیسی:

Background and Aim: The quality of interaction between citizens and healthcare staff is a key factor affecting the quality of care and the mental well-being of nurses. This study aimed to experimentally investigate the factors influencing the supportive behavior of citizens in Zanjan towards nurses in public hospitals. Specifically, it analyzed the effects of empathy elicitation, performance criticism, their interaction, and the moderating role of age.

Methods: This research was an online experimental study with a 2×2 between-subjects factorial design. The statistical population comprised all citizens over 18 years of age residing in the city of Zanjan (approx. population: 369,300). The initial sample size was calculated as 450 using Cochran's formula. After removing incomplete responses, data from 404 participants, selected through convenience stratified sampling, were analyzed. The data collection tool was a researcher-developed online questionnaire, and the analyses were conducted using logistic regression and Generalized Linear Models (GLM) in SPSS-26.

Results: The results showed that empathy elicitation alone did not have a significant effect on increasing citizens' supportive behavior (p=0.687). Conversely and contrary to expectations, direct criticism of nurses' performance significantly increased the likelihood of supportive behavior (B=-2.180, p<0.001). Furthermore, the interaction effect between empathy and criticism was significant (B=-0.946, p=0.001), meaning that empathy amplified the positive effect of criticism on supportive behavior. The variable of age also significantly moderated this relationship (B=-0.356, p=0.018), such that the positive effect of criticism on support decreased as participants' age increased.

Conclusion: Citizens' supportive behavior towards nurses is a complex phenomenon that is not enhanced merely by raising awareness of their professional challenges. This study revealed that performance criticism, especially when combined with empathy elicitation, can be a powerful catalyst for garnering public support. These findings underscore the need to revise the communication strategies of the healthcare system and hospitals, suggesting that actively managing citizen feedback and criticism plays a key role in improving interactions and strengthening support for healthcare staff.

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