Verbal abuse in the National Health Service: impressions of the prevalence, perceived reasons for and relationships with staff psychological well-being.

摘要

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.