Mistreatment by patients: An analysis of the patient-related social stressors among Slovenian healthcare workers

Abstract

Introduction Healthcare workers (HCWs) are often exposed to mistreatment by patients, which has negative effects on both staff and institutions. To take appropriate action to help HCWs in this context, patient-related social stressors (PSS) should be explored. The purpose of the research was to identify the most pronounced patient behaviour contributing to the social stress (SS) of HCWs, and compare PSS between different HCWs and different types of healthcare institutions. Methods 750 HCWs from Slovenian public health centres and hospitals participated in the online survey. Although the non-probability sampling was used, the sample was representative according to gender and HCW type (doctors, nurses and other HCWs). Results The results show that the most pronounced patient behaviour contributing to the SS of HCWs are attitudes and behaviour of patients that are challenging in terms of what is – from the HCWs’ point of view – considered as acceptable and reasonable (disproportionate patient expectations), and unpleasant, humourless, and hostile patients. HCWs in primary institutions meet less verbally aggressive and unpleasant patients than in tertiary ones. Although among all HCWs less educated ones are more exposed to inappropriate behaviour, doctors are those HCWs who experience more inappropriate behaviour. Conclusion Managers should enable HCWs to get comprehensive patient service training, oriented towards improving relationship management and patient-HCW relationships.

Patient Outcomes and Hospital Nurses’ Workload: A Cross-Sectional Observational Study in Slovenian Hospitals Using the RN4CAST Survey

“…Mandatory training in working with staff should be introduced for the appointment of health managers at macro and meso levels. Only educated managers and leaders can properly address the problems of providing an appropriate and supportive working environment in nursing, an issue which has been described by other authors in our cultural context ( 29 - 31 ).…”

“…Only educated managers and leaders can properly address the problems of providing an appropriate and supportive working environment in nursing, an issue which has been described by other authors in our cultural context (29)(30)(31).…”

Analysis of Student-Related Social Stressors among School Teachers

“…), which harms workers and institutions. Mistreatment is a person's deviant, disrespectful, dysfunctional or unethical behavior that disregards socially accepted standards, and can be viewed as a social hassle that these people cause to workers in the workplace (Dormann and Zapf, 2004;Skarlicki et al, 2008;Sliter et al, 2010;Grandey et al, 2012;Dudenhöffer and Dormann, 2013; Kozjek and Erčulj, 2021). Mistreatment is especially problematic for teachers who have day-to-day relations with students and are therefore daily exposed to social stress.…”