“心理管家”全周期心理支持模式在心身康复患者中的应用效果研究

Research on the Application Effect of the “Psychological Butler” Model in the Full-Cycle Support of Psychosomatic Rehabilitation Patients

摘要: 目的：探讨“心理管家”专职岗位在心身康复中的应用价值，分析其在非医疗沟通、家庭心理支持、风险预警及服务闭环中的作用。方法：选取2025年3~12月在成都西南康复医院心身科接受康复治疗的患者为研究对象，以3月为基线期，4~12月为干预期，采用自身前后对照设计，共纳入有效沟通记录2975人次，以描述性统计、Cochran-Armitage趋势χ²检验分析诉求解决率、高风险事件发生率、患者满意度及治疗有效性感知的变化趋势。结果：“心理管家”承接心身科54.1%的非医疗沟通，诉求解决率达95.5%；需临床紧急干预的高风险事件发生率年均0.27%；患者服务满意度从63.6%提升至85.21% (趋势χ² = 1695.3，P < 0.001)，治疗有效性感知由54.0% 提升至78.09% (趋势χ² = 699.2，P<0.001)。结论：“心理管家”全周期心理支持模式可有效分流非医疗诉求、降低医疗风险、提升患者体验并优化医疗资源配置，适合在康复医疗体系中推广。

Abstract: Objective: This paper aims to explore the practical value of establishing a full-time “Psychological Butler” position in the rehabilitation medical system, and to analyze its role in non-medical communication, family psychological support, medical risk warning, and closed-loop service construction. Methods: Patients receiving rehabilitation treatment in the Department of Psychosomatic Medicine of Chengdu Southwest Rehabilitation Hospital from March to December 2025 were enrolled. March was taken as the baseline period, and April to December as the intervention period. A total of 2,975 valid communication records were included. Descriptive statistics and the CochranArmitage trend χ² test were used to analyze the trends in demand resolution rate, incidence of highrisk events, patient service satisfaction, and perceived treatment effectiveness. Results: During the intervention, the “Psychological Butler” undertook 54.1% of non-medical communications in the hospital's psychosomatic department, with a demand resolution rate of 95.5%; the incidence of high-risk events requiring urgent clinical intervention dropped from a high at the beginning of the year to an annual average of 0.27%; patient service satisfaction increased from 63.6% to 85.21%, with an annual average of 86.55% (trend χ² = 1695.3, P < 0.001), and perceived treatment effectiveness increased from 54.0% to 78.09% (trend χ² = 699.2, P < 0.001). Conclusion: As a complementary support role in clinical treatment, the “Psychological Butler” can optimize the allocation of medical resources, reduce medical risks, and improve patient experience, representing a job design worth promoting in the rehabilitation medical system.