The Research On Improving The Medical Service Of Doctors In Public Hospitals

With the proportion of the third industry in the China's economy increasing,emotional labor as an emerging topic has found increasing interests amone human resource management. At present,it is very important to public administration and our country has limited research in this field. To improve the strategies of the emotional labor in doctors,we analyse the personal influential factors of the strategies of the emotional labor of doctors in public hospitals and propose effective measures to improve the present situation.Medical administrators may use the findings of this study as a guideline to improve the quality of the medical service.126 subjects were obtained from 3 general hospitals in Shanghai by group random sampling method.Research instruments used in this study included emotional labor scale,emotional intelligence scale,general self-efficacy scale,positive affect and negative affect scale,trait coping style questionnaire and demographic questionnaire. We found that :dealing with emotional labor, the strategy employed by the doctors most was deep acting,then was surface acting. The age,working time,level of education and title could influence both strategies of the emotional labor .Doctors'emotional intelligence,coping style,perceived self-efficacy et.al could influence both strategies of the emotional labor too.Emotional intelligence was the most important personal influential factors of the strategies of the emotional labor in doctors. Medical administrators may use the findings of this study and control these factors to improve the quality of the medical service and public administration.Some advises based on our reseach were provided to human resource department and medical administrators,such as improve the policy of the management of human resource,enhance the doctors'management skill of emotion and change the goal of medical education. The findings of our research provide evidencal result to the emotional labor theory in public administration and useful to departments of public administration.