Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour
Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour
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DOI：
10.1111/jocn.14121
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发表时间：
2018-03-01
影响因子：
4.2
通讯作者：
Smith, Pam
中科院分区：
文献类型：
--
作者：
Hogg, Rhona;Hanley, Janet;Smith, Pam
目的和目标本文探讨了患者和护理人员关于医护人员的行为、态度和沟通的投诉信的内容。背景在英国和其他高收入国家，患者投诉最常见的焦点是工作人员的态度、行为和沟通。采取从患者投诉中吸取教训的举措，可用于改善患者护理和体验。方法对患者和护理人员提出的 50 封有关医护人员的行为、态度和沟通的投诉信进行分析。结果不良的态度、行为和沟通对患者和护理人员的情绪健康有显着的负面影响。由于健康相关的压力和其他因素，许多患者和护理人员变得更加敏感。医疗保健角色预计包括同情心和善良。情绪劳动的概念有助于解释医疗保健中这一经常被忽视和被低估的方面所需的技能和努力。结论鉴于人们越来越关注患者体验，了解良好的员工态度、行为和沟通的重要性以及认识到与此相关的情绪劳动非常重要。与临床实践的相关性对情绪智力的了解可以保护员工免受倦怠和护理角色可能经历的其他负面结果的影响。
Aims and objectivesThis article explores the content of letters of complaint by patients and carers about the behaviour, attitudes and communication of healthcare staff.BackgroundThe most common focus of patient complaints in the UK and other high-income countries is staff attitudes, behaviour and communication. There is a move to learn lessons from patient complaints, which can be used to improve patient care and experience.MethodsFifty letters of complaint made by patients and carers relating to the behaviour, attitudes and communication of healthcare staff were analysed.ResultsPoor attitudes, behaviours and communication have significant negative impact on the emotional well-being of patients and carers. Many patients and carers have heightened sensitivities due to both health-related stresses and also other factors. The healthcare role is expected to include compassion and kindness. The concept of emotional labour is useful in explaining the skills and effort required of staff in this often invisible and undervalued aspect of health care.ConclusionsGiven the increasing focus on patient experience, it is important that the importance of good staff attitudes, behaviours and communication is understood and that the emotional labour associated with this is recognised.Relevance to clinical practiceAn understanding of emotional intelligence can protect staff from burnout and other negative outcomes which those in a caring role can experience.