Avtor/Urednik		Kozjek, Tatjana; Erčulj, Vanja
Naslov		Mistreatment by patients: an analysis of the patient-related social stressors among Slovenian healthcare workers
Prevedeni naslov		Neprimerno ravnanje pacientov: analiza socialnih stresorjev, povezanih z delom s pacienti, med zaposlenimi v slovenskih zdravstvenih ustanovah
Tip		članek
Vol. in št.		Letnik 60, št. 2
Leto izdaje		2021
Obseg		str. 90-96
ISSN		1854-2476 - Slovenian journal of public health : the journal of National Institute of Public Health
Jezik		eng
Abstrakt		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. 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). 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. Managers should enable HCWs to get comprehensive patient service training, oriented towards improving relationship management and patient-HCW relationships.Uvod: Zaposleni v zdravstvenih ustanovah so deležni neprimernega ravnanja pacientov, kar negativno vpliva tako na zaposlene kot ustanove. Za ustrezno ukrepanje in pomoč zaposlenim je treba proučiti socialne stresorje, ki so povezani z delom s pacienti (PSS). Namen raziskave je bil ugotoviti, katero je najbolj izrazito ravnanje pacientov, ki prispeva k socialnemu stresu zaposlenih v slovenskih zdravstvenih ustanovah, in prepoznati socialne stresorje, povezane z delom s pacienti (PSS), primerjati stanje med različnimi zaposlenimi v zdravstvenih ustanovah in različnimi vrstami zdravstvenih ustanov na primarni, sekundarni in terciarni ravni.Metode: V raziskavi je sodelovalo 750 zaposlenih iz slovenskih zdravstvenih ustanov na primarni, sekundarni in terciarni ravni. Čeprav je bilo uporabljeno neverjetnostno vzorčenje, je bil vzorec reprezentativen glede na spol in tip zdravstvenega delavca (zdravniki, medicinske sestre in drugi zdravstveni delavci).Rezultati: Rezultati kažejo, da pri delu s pacienti najbolj izrazito prispevajo k socialnemu stresu zaposlenih pričakovanja in vedenja pacientov, ki jih zdravstveni delavci z vidika razumnosti in sprejemljivosti razumejo kot neprimerna, ter neprijetni oziroma sovražni pacienti. Zaposleni v zdravstvenih ustanovah na primarni ravni se srečujejo z manj verbalno agresivnimi in neprijetnimi pacienti kot v ustanovah na terciarni ravni. Čeprav so med vsemi zdravstvenimi delavci neprimernemu ravnanju bolj izpostavljeni manj izobraženi zdravstveni delavci, pa doživljajo več neprimernega vedenja ravno zdravniki.Zaključek: Vodje bi morali zaposlenim v zdravstvenih ustanovah omogočiti, da se udeležijo usposabljanj na področju ravnanja s pacienti, usmerjenih predvsem v upravljanje odnosov s pacienti ter vzpostavljanje ustreznih medsebojnih odnosov med pacienti in zaposlenimi v zaposlenih ustanovah.
Proste vsebinske oznake		healthcare workers mistreatment patients social stressors zaposleni zdravstvene ustanove neprimerno ravnanje pacienti socialni stresorji