TY - JOUR
T1 - Verbal abuse in the National Health Service: Impressions of the prevalence, perceived reasons for and relationships with staff psychological well-being
AU - Sprigg, Christine A.
AU - Armitage, Christopher J.
AU - Hollis, Kate
PY - 2007/4
Y1 - 2007/4
N2 - 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.
AB - 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.
UR - https://www.scopus.com/pages/publications/34247255907
U2 - 10.1136/emj.2006.038166
DO - 10.1136/emj.2006.038166
M3 - Article
C2 - 17384383
SN - 1472-0205
VL - 24
SP - 281
EP - 282
JO - Emergency Medicine Journal
JF - Emergency Medicine Journal
IS - 4
ER -
