Christine A Sprigg1, Christopher J Armitage, Kate Hollis. 1. Institute of Work Psychology (IWP), Department of Psychology, University of Sheffield, Sheffield, South Yorkshire S10 2TN, UK. c.a.sprigg@sheffield.ac.uk
Abstract
AIM: To investigate the prevalence, perceived causes and relationship to psychological well-being of verbal abuse in a National Health Service (NHS) ambulance service control room (ASCR). METHOD: Questionnaire survey with ASCR personnel (n = 48). RESULTS: 7% of calls per shift were verbally abusive; the most common sources were patients or emergency callers. Verbally abusive calls were associated with staff having poorer mental health and the desire to leave. CONCLUSION: Support from managers in the form of clear protocols to deal with abusive callers and training in verbal de-escalation techniques are recommended.
AIM: To investigate the prevalence, perceived causes and relationship to psychological well-being of verbal abuse in a National Health Service (NHS) ambulance service control room (ASCR). METHOD: Questionnaire survey with ASCR personnel (n = 48). RESULTS: 7% of calls per shift were verbally abusive; the most common sources were patients or emergency callers. Verbally abusive calls were associated with staff having poorer mental health and the desire to leave. CONCLUSION: Support from managers in the form of clear protocols to deal with abusive callers and training in verbal de-escalation techniques are recommended.
Authors: C M Fernandes; F Bouthillette; J M Raboud; L Bullock; C F Moore; J M Christenson; E Grafstein; S Rae; L Ouellet; C Gillrie; M Way Journal: CMAJ Date: 1999-11-16 Impact factor: 8.262