Abusive behaviour experienced by primary care receptionists: a cross-sectional survey
Abusive behaviour experienced by primary care receptionists: a cross-sectional survey
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DOI：
10.1093/fampra/cmh204
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发表时间：
2004-04-01
期刊：
影响因子：
2.2
通讯作者：
Wright, NMJ
中科院分区：
文献类型：
--
作者：
Dixon, CAJ;Tompkins, CNE;Wright, NMJ
背景资料。接待员充当全科医生的看门人，因此经常被安排在冲突的情况下。然而，这方面的研究还很匮乏。这项研究的目的是确定针对初级保健接待员的言语和身体虐待的发生率和相关性，包括在“零容忍”之前和之后。设计了一份邮寄问卷，并在利兹随机选择了50个普通做法，向所有接待工作人员发送了调查问卷。主要目的是确定在调查前12个月内经历过的任何言语或身体虐待，并评估经历过的虐待与剥夺之间的联系。70%的接待员填写并交回了调查问卷。超过三分之二的接待员在去年经历过言语辱骂。在同一时期，60%的人报告了电话虐待，55%的人报告了面对面的虐待。研究前一年的虐待发生率高于前一时期。实践剥夺是言语虐待的显著影响因素(P=0.003)。对接待员的言语辱骂与练习区域被剥夺的程度显著相关。没有证据表明‘零容忍’会减少初级保健接待员遭受的虐待。所有初级保健接待员都应接受关于管理虐待的适当培训。
Background. Receptionists act as gatekeepers to GPs, and thus are often placed in situations of conflict. However, there is a lack of research in this area.Objective. The purpose of this study was to identify the incidence and associations of verbal and physical abuse against primary care receptionists, both pre- and post-'zero tolerance'.Methods. A postal questionnaire was designed, piloted and sent to all reception staff in 50 randomly selected general practices in Leeds. The primary purpose was to identify any verbal or physical abuse experienced in the 12 months prior to the survey and assess the association between abuse experienced and deprivation.Results. Seventy percent of receptionists completed and returned the questionnaire. Over two-thirds of receptionists had experienced verbal abuse in the last year. During the same time period, 60% reported telephone abuse and 55% reported face to face abuse. The incidence of abuse was higher in the year prior to the study than in the preceding period. Practice deprivation was identified as a significant factor for verbal abuse (P = 0.003).Conclusion. Verbal abuse against receptionists is significantly associated with the level of deprivation of the practice area. There is no evidence that 'zero tolerance' led to a reduction in abuse experienced by primary care receptionists. All primary care receptionists should receive adequate training on managing abuse.