Author/Editor     Hvalec, Špela; Kobal, Klavdija
Title     Emocionalno delo v zdravstveni negi
Translated title     Emotional labour in nursing
Type     članek
Vol. and No.     Letnik 46, št. 3
Publication year     2012
Volume     str. 219-228
ISSN     1318-2951 - Obzornik Zdravstvene Nege
Language     slv
Abstract     Izhodišča: Pojem emocionalnega dela le počasi postaja prepoznan kot termin, poznavanje pomena in vrednotenje emocionalnega dela v praksi pa je še vedno neustrezno ali celo nepriznano. Zdravstvena nega je profesija, kjer emocionalno delo igra pomembno vlogo in posledično pomembno vpliva na prepoznavanje kakovosti storitev in zadovoljstva s storitvami. Namen raziskaveje bil ugotoviti, kako zaposleni v zdravstveni negi doživljajo in prepoznavajo emocionalno delo. S pomočjo zastavljenih hipotez smo preverjali, ali zaposleni na področju zdravstvene nege in oskrbe emocionalno delo doživljajo kot obremenitev (H1); ali je po njihovem mnenju emocionalno delo ustrezno prepoznano in vrednoteno (H2) ter kako emocionalno delo vpliva na odnose v družinah zaposlenih (H3). Metode: Članek temelji na deskriptivni metodi dela. Podatki v teoretičnem delu so pridobljeni z analizo domače in tuje literature. Pri iskanju gradiva smo uporabili ključne besede: emocionalnodelo / emotional labour/labor, zdravstvena nega / nursing care, kakovost storitev / quality of service, čustva/emotions, čustvena inteligenca / emotional intelligence. Raziskava temelji na kvantitativni metodologiji. Uporabljen je bil za potrebe raziskave oblikovani anketni vprašalnik z vprašanji zaprtega tipa. Na koncu vprašalnika smo anketiranim podali tudi možnost prostega odgovora, v katerem so lahko strnili svoje misli in stališča do emocionalnega dela. V raziskavi je sodelovalo 72 oseb. Rezultati: Zaposleni na področju zdravstvene nege menijo, da je emocionalno delo pomemben element kakovosti storitev, ki jih izvajajo, in da obenem pomembno vpliva na njihovo obremenjenost pri delu. Posledično ocenjujejo, da je pomen emocionalnega dela premalo prepoznan in nezadostno vrednoten. Diskusija in zaključek: Emocionalno delo ima pomemben vpliv na dojemanje kakovosti storitevna področju zdravstvene nege, zato mu bo stroka morala priznati večji pomen.Introduction: Though the term denoting the concept of emotional labour was introduced nearly thirty years ago, it is only slowly gaining ground, especially in the field of nursing. Nursing profession is high in emotional labour which significantly impacts nursing quality and performance and consequently the patients' satisfaction. The aim of the stuy was to assess the impact of displaying the socially desired emotions during work encounters in nursing. The hypotheses addressing the burden of emotional labor (H1), its recognition, acknowledgement and evaluation (H2), and its effects on nurses' family relationships (H3) were tested through structured, open ended survey questions. Methods: The article is based on a descriptive research method. The data in the theoretical part of the study were collected through the review of the relevant Slovene and foreign literature. The following keywords were used in the search: emocionalno delo, emotional labour/labor, zdravstvena nega, nursing, kakovost storitev, quality of services, čustva, emotions, čustvena inteligenca, emotional intelligence. The empirical part of the article is based on quantitative methodology. A survey questionnaire was designed specifically for the purposes of the research and consisted of closed ended questions. The questionnaire ended with an optional unstructured question where the respondents could express their attitudes towards and opinions about emotional labour. The study included 72 persons. Results: According to the research results, emotional labour plays an important part in the delivery of nursing care which significantly affects employees' performance. Emotional labour, demanding constant management and suppression of real feelings, is not yet sufficiently acknownledged and valued. Discussion and conclusion: Emotional labour has an important influence on the perception of nursing quality and performance and should therefore be further explored and properly recognised by nursing profession.
Keywords     emocionalno delo
zdravstvena nega
kakovost storitev
čustva
čustvena inteligenca
emotional labour
nursing care
quality of service
emotions
emotional intelligence