刘炜 易军南 熊苗璐 毛鸿欣 何洁 李荣芳

    [摘要] 目的 探讨应用认知行为疗法对投诉者焦虑、抑郁心理干预效果及对投诉处理的影响。方法? 将2020年3—12月南昌市第一医院的64例投诉者随机分为认知行为干预组及对照组，每组各32例。两组均按常规投诉处理流程，干预组同时配合认知行为干预每次不少于30 min，每例1～4次。观察比较两组患者心理状态及患者投诉者症状评分情况。结果? 认知行为干预后，干预组患者或家属的SAS、SDS评分以及SCL-90干预前后评分的差值与对照组相比，差异均有统计学意义(P<0.05)。结论? 心理认知行为干预显著降低投诉者焦虑、抑郁情绪的程度，改变了投诉者对投诉事件的认知，使投诉事件得于顺利解决。

    [关键词] 投诉;认知;干预;成效

    [中图分类号] R749.055? ? ? ? ? [文献标识码] B? ? ? ? ? [文章编号] 1673-9701(2022)13-0161-04

    [Abstract] Objective To explore the effect of cognitive behavioral therapy on complainants′ anxiety and depression and the effect on complaint handling. Methods From March 2020 to December 2020， a total of 64 complainants in The First Hospital of Nanchang were randomly divided into the cognitive behavioral intervention group and the control group， with 32 patients in each group. Both groups followed the conventional complaint handling process， and the intervention group was assisted with cognitive behavioral intervention for no less than 30 minutes each time ......