Receptionists' experiences of occupational violence in general practice: a qualitative study

Abstract

BackgroundThe significance of occupational violence in general practice is well established, but research has focused almost exclusively on the experiences of GPs. Only limited research has examined the role of general practice receptionists despite their acknowledged vulnerability to violent patient behaviour. No qualitative research has explored this problem. AimTo explore the experiences of general practice receptionists regarding occupational violence and the effects of violence on their psychological and emotional wellbeing and on their work satisfaction and performance. Design of studyQualitative study. SettingConstituent practices of an Australian network of research general practices. Practices were located in a range of socioeconomic settings. MethodSemi-structured interviews were conducted with practice receptionists. The interviews were audiotaped, transcribed, and subjected to thematic analysis employing a process of constant comparison in which data collection and analysis were cumulative and concurrent. Qualitative written responses from a crosssectional questionnaire-based study performed concurrently with the qualitative study were similarly analysed. ResultsNineteen interviews were conducted and 12 written responses were received. Violence was found to be a common, sometimes pervasive, experience of many receptionists. Verbal abuse, both 'across the counter' and telephone abuse, was the most prominent form of violence, although other violence, including assault and threats with guns, was reported. Experiences of violence could have marked emotional and psychological effects and could adversely affect job satisfaction, performance, and commitment. ConclusionIt is apparent that occupational violence is a whole-ofpractice problem and strategies for GP and staff safety will need to take a whole-of-practice approach.

Gatekeepers as Care Providers: The Care Work of Patient‐centered Medical Home Clerical Staff

“…Emotional labor has been examined in various service worker settings as a means by which corporate personas are embodied through the supplanting of workers' innate responses with those of service recovery (e.g., acquiescence, friendliness, and humility) (Deery et al 2002;Goodwin et al 2011;Hochschild 1983;Magin et al 2009;Ward and McMurray 2011). This is consistent with a rich literature examining the prevalence of verbal conflict in clerical work (Dixon et al 2004;Eisner and Britten 1999;Neuwelt et al 2014;Strathmann andHay 2008, 2009;Ward and McMurray 2011).…”

“…; Hochschild ; Magin et al. ; Ward and McMurray ). This is consistent with a rich literature examining the prevalence of verbal conflict in clerical work (Dixon et al.…”

User Violence and Psychological Well-being in Primary Health-Care Professionals

“…In the PC area, the group of non-health staff is recognized as vulnerable to patients' violent behaviors. They are between the first and the last line of contact with users and, therefore, the ones who frequently receive patients' demands and frustrations (Magin, Joyce, Adams, Goode, & Cotter, 2009). They usually perform most of their activity behind admission counters, which, following the recommendations of some protocols of prevention of aggressions (Servicio Canario de Salud [Canarian Health Service]; Health Service of Murcia, 2005), have installed some protection system, like glass partitions or a window.…”

Aggression and violence directed toward general medicine physicians

“…У студијама у свету стопа одговора варира, па је у националној студији у Аустралији 5 је 57%, док је у студији спроведеној у Немачкој 23 чак 92,2% испитаника доживело неки вид насиља у протеклих годину дана. Најчешћи вид насиља у испитиваној популацији било је вербално насиље (94,6% испитаника), што се поклапа и с резултатима из литерату рe 29,16,28,19,17,30,22,23,31,32 . , нашао да су починиоци насиља најчешће (у 71% случајева) били рођаци пацијената.…”

“…У нашем истраживању као најчешћу последицу испи-таници су наводили смањено задовољство послом који обављају (53,6%), а потом анксиозност и смањену ефикасност у раду. У бројним истраживањима такође је утврђен значајан утицај насиља на добробит лекара, смањено је задовољство послом који обављају 29,33,30,24 , јавља се несигурност и сумња у сопствене способности и квалитете 29,17,23 , што доводи и до смањеног радног учинка 17,30,23 , смањен је квалитет живота лекара 33,20,31,24 а у неким истраживањима утврђено је да вербално насиље има веће последице од других облика насиља 29,33,17 . У оквиру мера за превенцију насиља над лекарима опште медицине, више од половине наших испитаника је навело смањење оптерећености лекара бројем прегледа (56,0%), проглашењем лекара за службено лице (55,60%), увођењем физичког обезбеђења (49,3%) и увођењем оштрије кривичне одговорности/казне за прекршиоце (50,0%).…”