Staff Burnout and Patient Satisfaction

Background Several residential aged-care facilities have replaced the institutional model of care to one that accepts person-centered care as the guiding standard of practice. This culture change is impacting the provision of aged-care services around the world. This systematic review evaluates the evidence for an impact of person-centered interventions on aged-care residents and nursing staff.

This paper provides a heuristic for addressing the pressing problem of burnout in nurses. Following a literature review about thecauses and symptoms of burnout, a case will be made that the problem is best addressed from a variety of perspectives using
different modalities. These are summarized under the different headings of Compassion, Awareness, Resilient Responding and
Empowerment which together from the CARE heuristic. An explanation and justification for each of these different approaches is
provided, along with practical exercises that nurses might practice in order to build capacity in each of these domains and protect themselves against or treat existing symptoms of burnout.

This study focuses on burnout and its positive antipode—engagement. A model is tested in which burnout and engagement have different predictors and different possible consequences. Structural equation modeling was used to simultaneously analyze data from four independent occupational samples (total N = 1698). Results confirm the hypothesized model indicating that: (1) burnout and engagement are negatively related, sharing between 10 per cent and 25 per cent of their variances; (2) burnout is mainly predicted by job demands but also by lack of job resources, whereas engagement is exclusively predicted by available job resources; (3) burnout is related to health problems as well as to turnover intention, whereas engagement is related only to the latter; (4) burnout mediates the relationship between job demands and health problems, whereas engagement mediates the relationship between job resources and turnover intention. The fact that burnout and engagement exhibit different patterns of possible causes and consequences implies that different intervention strategies should be used when burnout is to be reduced or engagement is to be enhanced. Copyright © 2004 John Wiley & Sons, Ltd.

El objetivo de este estudio fue evaluar el síndrome de burnout en una muestra de 477 trabajadores de la salud durante una epidemia por influenza AH1N1 en la Ciudad de México, e identificar si el uso de estrategias de afrontamiento tenía efectos protectores al burnout. Se realizó un estudio descriptivo transversal con una muestra no probabilística por cuotas, utilizando como instrumentos el Maslach Burnout Inventory versión Human Services y la Escala de Afrontamiento Frente a Riesgo Extremos. Se hizo una distribución de frecuencia y de normalidad para analizar las diferencias, un análisis de varianza en burnout y regresión lineal múltiple para estrategias de afrontamiento. A partir del análisis, se encontró que el 24% presentó el síndrome de burnout en grado moderado (cansancio emocional y despersonalización, con presencia de realización personal); asimismo, fueron empleadas estrategias activas y pasivas. Se constató que el uso de estrategias de afrontamiento fue selectivo y las estrategias activas tuvieron una función moderadora al burnout, protectora a la escala de cansancio emocional, que aumentó cuando presentaban realización personal. El estudio propone el desarrollo de investigaciones cuantitativas y cualitativas, así como el uso de modelos mixtos de intervención: centradas en las personas.

Introduction: Evaluation of patient satisfaction is a common method used to
determine the quality of medical services. This study aimed to assess the level
of satisfaction in patients referring to the clinics of traditional Iranian medicine
affiliated to Tehran University of Medical Sciences (TUMS), Iran.
Materials and Methods: This cross-sectional study was conducted on 260
patients with history of at least two referrals to the clinics of traditional
medicine at TUMS. Subjects completed the Persian version of Patient
Satisfaction Questionnaire (PSQ-18). Data analysis was performed using T-test,
Chi-square, ANOVA and Pearson’s correlation coefficient.
Results: Out of 260 patients with the mean age of 41.01±12.95 years, 104
patients (63.1%) were satisfied, 9 (3.4%) were completely satisfied, 67 (25.8%)
were dissatisfied with the medical services, and 20 patients (7.7%) were
uncertain. In subscales of access to physician, time spent with doctor,
interpersonal manner and overall satisfaction, number of satisfied patients was
higher than their dissatisfied counterparts. However, rate of dissatisfaction was
higher in subscales of technical quality, communication and financial aspects of
care. Moreover, no statistically significant relationship was observed between
satisfaction scores and age, gender, education status, type and duration of
disease and marital status of the subjects.
Conclusion: According to the results of this study, over 60% of the patients
were satisfied with the health care services offered at traditional medicine
clinics. Insurance coverage for traditional treatments could significantly reduce
treatment costs. Furthermore, technical quality and communication skills of
practitioners need to be improved through training courses in the field of
traditional medicine.
Keywords:
Health care
Patient satisfaction
Process assessment
Traditional medicine

Objectives The central aim of the present study was to examine differences in the functioning of the hypothalamic-pituitary-adrenal (HPA) axis between 29 burned-out, 33 work-engaged, and 26 healthy reference managers, as identified with the Maslach Burnout Inventory-General Survey and the Utrecht Work Engagement Scale. Methods All of the managers were employed in a large Dutch telecommunications company.

Aims and objectives.  To assess the current use of patient satisfaction measures in home health care and to examine the reliability and validity of current measures of patient satisfaction in home health care. Background.  Patient satisfaction has been one of the widely used measures in home health care as an indicator of quality of care. A few efforts have been made to develop psychometrically sound patient satisfaction scales for use in home health care. Design.  A critical review of the literature. Methods.  Electronic databases were systematically searched to identify the studies or publications that measured and addressed patient satisfaction and its measurement in home health care. Results.  The review of the literature showed that patient satisfaction measures have been used in the evaluation of care programmes including rehabilitation programmes, discharge and home follow-up programmes, care process and management practices. Also, patient satisfaction measures were used to evaluate new care protocols and treatments. Conclusions.  Home healthcare agencies need valid and reliable patient satisfaction scales. Frameworks of patient satisfaction are still in their early developmental stage. Only some of the variables related to patient satisfaction are explained by many frameworks. Relevance to clinical practice.  Home healthcare mangers and researchers need to take in consideration the reliability and validity of measures and tools of patient satisfaction.

PurposeThe purpose of this paper is to focus on home care organization employees, and examine how the interaction between job demands (emotional demands, patient harassment, workload, and physical demands) and job resources (autonomy, social support, performance feedback, and opportunities for professional development) affect the core dimensions of burnout (exhaustion and cynicism).Design/methodology/approachHypotheses were tested with a cross‐sectional design among 747 Dutch employees from two home care organizations.FindingsResults of moderated structural equation modeling analyses partially supported the hypotheses as 21 out of 32 (66 per cent) possible two‐way interactions were significant and in the expected direction. In addition, job resources were stronger buffers of the relationship between emotional demands/patient harassment and burnout, than of the relationship between workload/physical demands and burnout.Practical implicationsThe conclusions may be particularly useful ...

Objectives: To determine waiting time for patients attending medical outdoor clinic and to identifying the expectations of patients and their level of satisfaction with the waiting time.
Methods: All patients reporting to medical outdoor clinic were included, whereas those presenting in medical emergency reception were excluded. Time of reporting to the clinic and the time at which they entered the clinic for consultation were recorded separately. After exiting from clinic, they were asked to voluntarily answer open and close ended questions on a specially designed questionnaire.
Results: A total of 1407 patients having an age of 50.76± 16.51 years were included. Number of patients seen each day was 35.18± 10.90. Median waiting time was 68 minutes, which increased with the number of patients seen daily. However, the day of the week did not add statistically significantly to the prediction (p=0.144). Only 118 patients provided feedback, 80.51% of whom were re-visitors. Median anticipated waiting time was 60 minutes. Most of them (87.29%) were satisfied with the waiting time and the time given for consultation.
Conclusion: There is a very little difference between actual and anticipated waiting times, which reflects as a high frequency of satisfaction amongst the patients attending this clinic.

Physicians and physician trainees are among the highest-risk groups for burnout and suicide, and those in primary care are among the hardest hit. Many health systems have turned to resilience training as a solution, but there is an ongoing debate about whether that is the right approach. This article distinguishes between unavoidable occupational suffering (inherent in the physician’s role) and avoidable occupational suffering (systems failures that can be prevented). Resilience training may be helpful in addressing unavoidable suffering, but it is the wrong treatment for the organizational pathologies that lead to avoidable suffering—and
may even compound the harm doctors experience. To address avoidable
suffering, health systems would be better served by engaging doctors in the co-design of work systems that promote better mental health outcomes.

Ann Fam Med 2018;16:267-270. https://doi.org/10.1370/afm.2223.

This study examines the relationship between burnout and performance among three samples of account managers. Using a multidimensional and multifaceted burnout instrument, the authors tried to uncover meaningful configurations based on the basic symptoms of burnout and the role members to whom these symptoms refer. Subsequently, the authors explored how the revealed burnout configurations are related to in-role and extra-role performance. Cluster analysis resulted in five burnout configurations, including the burned-out group, the non-burned-out group, and three moderately burned-out groups. As predicted, the burnout configurations performed differently.

El objetivo de este estudio fue evaluar el síndrome de burnout en una muestra de 477 trabajadores de la salud durante una epidemia por influenza AH1N1 en la Ciudad de México, e identificar si el uso de estrategias de afrontamiento tenía efectos protectores al burnout. Se realizó un estudio descriptivo transversal con una muestra no probabilística por cuotas, utilizando como instrumentos el Maslach Burnout Inventory versión Human Services y la Escala de Afrontamiento Frente a Riesgo Extremos. Se hizo una distribución de frecuencia y de normalidad para analizar las diferencias, un análisis de varianza en burnout y regresión lineal múltiple para estrategias de afrontamiento. A partir del análisis, se encontró que el 24% presentó el síndrome de burnout en grado moderado (cansancio emocional y despersonalización, con presencia de realización personal); asimismo, fueron empleadas estrategias activas y pasivas. Se constató que el uso de estrategias de afrontamiento fue selectivo y las estr...

Recent studies by Söderfeldt et al. (1996) and de Jonge et al. (1999) have demonstrated that Karasek's operationalization of job demands in his well-known Job Demands-Control (JD-C) Model (Karasek, 1979), i.e. quantitative demands, cannot capture the complexities of working with patients or clients in health care work. In the current study on burnout among 816 Dutch oncology care providers, the “traditional” JD-C Model was extended by including two types of emotional job demands. Moreover, “susceptibility to emotional contagion” was included as a potential moderator of the relationship between emotional job demands and burnout. Emotional job demands significantly contributed to the prediction of burnout, after controlling for quantitative job demands and job control. In addition, care providers' susceptibility to emotional contagion moderated the relationship between “confrontation with death and dying” and burnout. Care providers high in susceptibility to emotional contagion were more “vulnerable” to the stress associated with high emotional demands than their counterparts.