How to survive mistreatment by customers

2017 ◽  
Vol 28 (4) ◽  
pp. 464-482 ◽  
Author(s):  
Xiaohui Wang ◽  
Haibo Wang
Keyword(s):  
Social Support ◽  
Health Care ◽  
Emotional Exhaustion ◽  
Health Care Workers ◽  
Prolonged Exposure ◽  
Positive Relation ◽  
Front Line ◽  
Content Type ◽  
Care Workers ◽  
Withdrawal Behavior

Purpose The purpose of the present research is to investigate the mechanisms by which conflict with customers (i.e. customer mistreatment) contributes to employees’ work withdrawal. Design/methodology/approach This paper tests its hypotheses by means of a field study of a sample of front-line health care workers in China. Data were collected in three waves over four months; a total of 398 health care workers completed the questionnaires and represented the final sample. A hierarchical multiple regression analysis was performed to test the proposed hypotheses. Findings The results indicate that mistreatment by customers contributes to employees’ work withdrawal, and emotional exhaustion serves as a mediator in this linkage. In addition, social support moderates the positive relation between customer mistreatment and employees’ emotional exhaustion, whereas conscientiousness moderates the positive relation between emotional exhaustion and withdrawal behavior. Research limitations/implications The sample used may not fully justify the generalizability of the research results. Without distinguishing different sources of social support may be another limitation. In addition, this study could be improved by using a multi-source survey design. Practical implications To help employees effectively cope with interpersonal conflict with customers, organizations should take action to promote communication between employees and their supervisors and coworkers. It is also advisable for organizations to adjust their selection strategies and hire front-line employees high in conscientiousness. Originality/value This research presents a resource-based framework to illuminate the detrimental effects of prolonged exposure to customer mistreatment on health care workers’ withdrawal behavior in Chinese context. Furthermore, this study examines factors that may serve to mitigate the harmful effects of customer mistreatment and regards workplace social support and conscientiousness as two different kinds of resources that can play dissimilar roles when employees are coping with customer mistreatment.

scholarly journals Factors Associated with the Mental Health of Health Care Workers Exposed to Pandemic-COVID-19

2021 ◽  
pp. 568-578
Author(s):  
Kalyani Yede ◽  
Shiney Chib ◽  
Ragini Patil ◽  
Neha Bhatt
Keyword(s):  
Mental Health ◽  
Health Care ◽  
Risk Factor ◽  
Occupational Stress ◽  
Emotional Exhaustion ◽  
Health Care Workers ◽  
Self Control ◽  
Front Line ◽  
Work Pressure ◽  
Care Workers

Background: Pandemic, COVID is spreading like a wild fire and it has already become a global issue.  People all over the world are going through mental trauma due to the current situation of the globe. The most vulnerable situation is of the front line volunteers like doctors, health care workers, social workers who are coming in direct contact with the COVID patients and working in highly risky work environment. Since its inception in December 2019, Novel Corona Virus Disease started spreading rapidly both locally and internationally and looking to the adversity of the disease, World Health Organization (WHO) declared it has pandemic. The aim of this paper is to explore the determinants associated with the Mental Health of Health Care Workers (HCW) during the pandemic Novel Coronavirus (COVID-19).  Questionnaire was developed having both demographic questions and questions related to mental health. Data was collected from 433 HCWs who were the front-line workers, involved directly in handling these patients. Questionnaire was classified into two parts; one included the demographic questions and the second part included questions related mental health and occupational stress.  These HCW were the front line works and were more vulnerable and were having the high risk of getting affected.  Percentage analysis was used to analyse the demographic data.  Exploratory factor analysis was used to explore the dimensions related to mental health and occupational strength.  Multi regression model was used to check the impact of emerged factors like increased workload, the continuous contact with COVID-19 patients and emotional aspects to mental health and occupational stress. Results: Value of R2 obtained was 0.778, which means, the derived factors namely Work pressure, optimism ,Risk factor, Emotional Exhaustion , Self control, Discomfort were able to explain 77.8 % of the dependent variable ‘Mental Health’. All the above factors influence Respondent’s Mental Health, as the significant the factors namely work pressure; risk factor and emotional exhaustion are directly proportional to Mental health.  Work pressure is the most influencing factor among it.  Optimism, self-control and discomfort are inversely proportional to Mental Health of HCW. Conclusion: Most important emerged from this study was ‘Work Pressure’.  Due to the fast spread of this deadly virus, a war like situation has emerged and Health Care Workers are the most vulnerable people as they are serving the patients directly.  They are sacrificing their own physical and mental health and are serving the mankind.  These people deserves lots of appreciation and salutations.

scholarly journals Social support and mental health among health care workers during Coronavirus Disease 2019 outbreak: A moderated mediation model

PLoS ONE ◽  
2020 ◽  
Vol 15 (5) ◽  
pp. e0233831 ◽  
Author(s):  
Tianya Hou ◽  
Taiquan Zhang ◽  
Wenpeng Cai ◽  
Xiangrui Song ◽  
Aibin Chen ◽  
...  
Keyword(s):  
Mental Health ◽  
Social Support ◽  
Health Care ◽  
Health Care Workers ◽  
Moderated Mediation ◽  
Mediation Model ◽  
Moderated Mediation Model ◽  
Care Workers

Fueling leadership in yourself: a leadership development program for all types of health-care workers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nathan Houchens ◽  
Stacy L. Sivils ◽  
Elizabeth Koester ◽  
David Ratz ◽  
Jennifer Ridenour ◽  
...  
Keyword(s):  
Health Care ◽  
Leadership Development ◽  
Experiential Learning ◽  
Employee Engagement ◽  
Health Care Workers ◽  
Development Program ◽  
Learning Methods ◽  
Content Type ◽  
Daily Work ◽  
Care Workers

Purpose Leadership development may be a key strategy to enhance job satisfaction, reduce burnout and improve patient safety in health-care systems. This study aims to assess feasibility of a leadership development series in an effort to invigorate a collaborative culture, create peer networks and elevate autonomy in daily work. Design/methodology/approach The authors implemented a collectivistic leadership development series titled Fueling Leadership in Yourself. The series was designed for all types of health-care workers in the medicine service at a tertiary referral center for veterans. Two series of leadership development sessions with varied experiential learning methods were facilitated by content experts. Subjects focused on leadership approaches and attributes applicable to all roles within a health-care system. The authors collected participant perceptions using pre- and post-series surveys. Primary outcomes were understanding and applicability of leadership concepts, employee engagement in leadership, satisfaction with training and work environment and qualitative reflections. Findings A total of 26 respondents (of 38 participants) from 8 departments and several role types increased their knowledge of leadership techniques, were highly satisfied with and would recommend the series and found leadership principles applicable to their daily work. Participants continued to use skills years after the series. Practical implications Short, intermittent, collectivistic leadership development sessions appear effective in expanding knowledge, satisfaction and skills used in daily practice for a diverse group of health-care workers. Originality/value Novel programmatic aspects included inviting all types of health-care workers, practicing universally applicable content and using a variety of active, experiential learning methods.

Social Support Exchange and Nurses’ Musculoskeletal Injuries in a Team Context: Anger as a Mediator

2019 ◽  
Vol 47 (2) ◽  
pp. 144-172 ◽  
Author(s):  
Chu-Hsiang Chang ◽  
Liu-Qin Yang ◽  
Taylor K. Lauricella
Keyword(s):  
Social Support ◽  
Health Care ◽  
Nursing Staff ◽  
Health Care Workers ◽  
Perceived Social Support ◽  
Musculoskeletal Injuries ◽  
Low Back ◽  
Upper Limbs ◽  
Care Workers ◽  
Support Exchange

Work-based musculoskeletal disorders (MSDs) are prevalent among health-care workers, particularly the nursing staff. The authors focused on the perceived social support exchange imbalance or the combination of higher perceived obligation to provide support to and lower perceived available support from the coworkers and examined the association between support exchange imbalance and nurses’ MSDs via anger. Using a sample of 410 nurses from 29 units across two hospitals, the authors found that when individual nurses reported higher support exchange imbalance, they experienced more anger, which in turn was associated with more severe MSD symptoms in low back and upper limbs. The association between support exchange imbalance and anger was exacerbated when nurses perceived that a similar level of support was available within their unit.

scholarly journals Risk of COVID-19 among front-line health-care workers and the general community: a prospective cohort study

2020 ◽  
Vol 5 (9) ◽  
pp. e475-e483 ◽  
Author(s):  
Long H Nguyen ◽  
David A Drew ◽  
Mark S Graham ◽  
Amit D Joshi ◽  
Chuan-Guo Guo ◽  
...  
Keyword(s):  
Health Care ◽  
Cohort Study ◽  
Prospective Cohort Study ◽  
Health Care Workers ◽  
Prospective Cohort ◽  
Front Line ◽  
Care Workers ◽  
General Community

Health-care workers’ knowledge and management skills of psychosocial and mental health needs and priorities of individuals with COVID-19

2020 ◽  
Vol 24 (3) ◽  
pp. 135-144
Author(s):  
Ayman Hamdan Mansour ◽  
Ahmad N. Al Shibi ◽  
Anas H. Khalifeh ◽  
Laith A. Hamdan Mansour
Keyword(s):  
Mental Health ◽  
Health Care ◽  
Psychological Distress ◽  
Health Care Workers ◽  
Health Needs ◽  
Health Priorities ◽  
Management Skills ◽  
Content Type ◽  
Manage Care ◽  
Care Workers

Purpose The purpose of this study is to identify the knowledge and management skills of health-care workers regarding psychosocial and mental health priorities and needs of individuals with COVID-19. Design/methodology/approach This is a cross-sectional descriptive study. The data collected conveniently from 101 health-care workers in Jordan directly managing care of individuals with COVID-19. Findings Health-care workers have moderate-to-high level of knowledge and management skills of psychological distress related to COVID-19; means ranged from 50%–70% agreement and confidence. In general, health-care workers were able to identify mental and psychosocial health needs and priorities at a moderate level. Health-care workers knowledge had a positive and significant correlation with age (r = 0.24, p = 0.012) and years of experience (r = 0.28, p = 0.004), and a significant difference was found in their management between those who are trained on psychological first aids and those who are not (t = −3.11, p = 0.003). Practical implications There is a need to train health-care workers to integrate psychosocial and mental health care to manage care psychological distress related to COVID-19. Originality/value This study is emphasizing the need for mental health psychosocial support training and in integration. Health-care workers providing care to individuals with COVID-19 are not aware of mental health priorities and needs of their patients. This paper contributes to the body of knowledge adding more understanding about competencies of health-care workers providing care and their preparedness to manage care individuals with COVID-19.

Role Stress and Emotional Exhaustion Among Health Care Workers

2017 ◽  
Vol 59 (10) ◽  
pp. e187-e193 ◽  
Author(s):  
Igor Portoghese ◽  
Maura Galletta ◽  
Alex Burdorf ◽  
Pierluigi Cocco ◽  
Ernesto D’Aloja ◽  
...  
Keyword(s):  
Health Care ◽  
Emotional Exhaustion ◽  
Health Care Workers ◽  
Role Stress ◽  
Care Workers

Facilitating a just and trusting culture

2015 ◽  
Vol 28 (1) ◽  
pp. 11-26 ◽  
Author(s):  
Jill Pattison ◽  
Theresa Kline
Keyword(s):  
Health Care ◽  
Health Care Workers ◽  
Organizational Trust ◽  
Organizational Characteristics ◽  
Policy Capturing ◽  
Content Type ◽  
Training Systems ◽  
Care Workers ◽  
Enhance Patient Safety ◽  
Executive Teams

Purpose – The purpose of this paper is to identify managerial and organizational characteristics and behaviors that facilitate the fostering of a just and trusting culture within the healthcare system. Design/methodology/approach – Two studies were conducted. The initial qualitative one was used to identify themes based on interviews with health care workers that facilitate a just and trusting culture. The quantitative one used a policy-capturing design to determine which factors were most likely to predict outcomes of manager and organizational trust. Findings – The factors of violation type (ability vs integrity), providing an explanation or not, blame vs no blame by manager, and blame vs no blame by organization were all significant predictors of perceptions of trust. Research limitations/implications – Limitations to the generalizability of findings included both a small and non-representative sample from one health care region. Practical implications – The present findings can be useful in developing training systems for managers and organizational executive teams for managing medical error events in a manner that will help develop a just and trusting culture. Social implications – A just and trusting culture should enhance the likelihood of reporting medical errors. Improved reporting, in turn, should enhance patient safety. Originality/value – This is the first field study experimentally manipulating aspects of organizational trust within the health care sector. The use of policy-capturing is a unique feature that sheds light into the decision-making of health care workers as to the efficaciousness of particular managerial and organizational characteristics that impact a just and trusting culture.

scholarly journals Examination of Staphylococcus aureus Isolates from the Gloves and Gowns of Intensive Care Unit Health Care Workers

2020 ◽  
Vol 9 (32) ◽  
Author(s):  
Timileyin Adedrian ◽  
Stephanie Hitchcock ◽  
Lyndsay M. O’Hara ◽  
Jane M. Michalski ◽  
J. Kristie Johnson ◽  
...  
Keyword(s):  
Health Care ◽  
Intensive Care Unit ◽  
Staphylococcus Aureus ◽  
Intensive Care ◽  
Health Care Workers ◽  
Hospital Setting ◽  
Genomic Diversity ◽  
Methicillin Resistant ◽  
Content Type ◽  
Care Workers

ABSTRACT Interactions with health care workers are often thought to be associated with the spread of microbes in the hospital setting. We have examined the genomic diversity of methicillin-resistant Staphylococcus aureus isolates from the gloves and gowns of health care workers from four hospitals in three states.

scholarly journals Hand Hygiene Guidelines for Front Line Health Care Workers

2020 ◽  
Vol 5 (9) ◽  
pp. 35-36
Author(s):  
Bhavanam Sai Rajendra
Keyword(s):  
Health Care ◽  
Data Collection ◽  
Hand Hygiene ◽  
Health Care Workers ◽  
Rural Areas ◽  
Online Survey ◽  
Sample Survey ◽  
World Health ◽  
Front Line ◽  
Care Workers

Hand hygiene competence is one of the critical outcomes for health care workers who are working for covid patients.. Ensuring health care workers to reduce the risk of infections among nurses and health care workers. Adequate hand hygiene(HH) awareness for hospital staff like Nurses, ward technicians, health care workers should be implemented so as to reduce risks of facing infections. To assess the knowledge and awareness programmes to the front line warriors who are in direct contact with covid patients. A systematic review of studies published on January 1, 2009 based on, an online survey done in Canada where FIVE leading hospitals are actively involved and participated for Hand hygiene care. An online Data collection with simple and sample survey was conducted for Nurses, ward technicians, covid health care workers and Gram volunteers according to Guidelines given by World Health Organization’s SEVEN ( 7) hand washing steps. The Data collection was taken from 50 Nurses and 50 covid health care workers particularly working in rural areas of Parchur Mandal of Prakasam District in Andhra Pradesh state

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