The impacts of patient mistreatment on healthcare workers' role behaviors: a study in Chinese Fangcang shelter hospitals

作者全名："Yan, Wei; Bao, Na; Zheng, Shuangjiang; Wang, Huan; Yue, Dongmei; Chen, Li"

作者地址："[Yan, Wei; Bao, Na] Chongqing Univ, Sch Econ & Business Adm, Chongqing, Peoples R China; [Zheng, Shuangjiang] Chongqing Med Univ, Dept Med Affairs, Affiliated Hosp 1, Chongqing, Peoples R China; [Wang, Huan] Chongqing Med Univ, Dev & Planning Dept, Chongqing, Peoples R China; [Wang, Huan] Huazhong Univ Sci & Technol, Tongji Med Coll, Sch Med & Hlth Management, Wuhan, Peoples R China; [Yue, Dongmei] SouthWest Hosp, Dept Prevent & Hlth Care, Chongqing, Peoples R China; [Chen, Li] Chongqing Univ, Hosp Adm Off, Chongqing Emergency Med Ctr, Cent Hosp, Chongqing, Peoples R China"

通信作者："Yue, DM (通讯作者)，SouthWest Hosp, Dept Prevent & Hlth Care, Chongqing, Peoples R China.; Chen, L (通讯作者)，Chongqing Univ, Hosp Adm Off, Chongqing Emergency Med Ctr, Cent Hosp, Chongqing, Peoples R China."

来源：BMC NURSING

ESI学科分类：SOCIAL SCIENCES, GENERAL

WOS号：WOS:001109184100002

JCR分区：Q1

影响因子：3.1

年份：2023

卷号：22

期号：1

开始页：　

结束页：　

文献类型：Article

关键词：Patient mistreatment; Emotional exhaustion; Service performance; Patient-oriented organizational citizenship behavior; Displaced aggression by patients

摘要："BackgroundFangcang shelter hospitals have played an important role in the battle against the COVID-19 epidemic in China. Patients' verbal and physical attacks on medical workforce are prone to occur in such hospitals. This study explored the impacts of patient mistreatment on healthcare workers' role behaviors (service performance and patient-oriented organizational citizenship behavior).MethodsWe examined the influence of patient mistreatment on service performance and patient-oriented organizational citizenship behavior, as well as the mediating effect of emotional exhaustion and the moderating effect of displaced aggression by patients, using hierarchical linear regression and conditional process analysis.ResultsPatient mistreatment was positively associated with emotional exhaustion among healthcare workers, while emotional exhaustion was negatively associated with service performance and patient-oriented organizational citizenship behavior. Mediation analysis revealed that emotional exhaustion mediated the association between patient mistreatment and both types of role behaviors. Moderated mediation analysis found that the mediation effect was weaker when the displaced aggression by patients was high.ConclusionsThe findings clarified the relationship among patient mistreatment, emotional exhaustion, service performance, and patient-oriented organizational citizenship behavior. Additional assistance should be provided to healthcare workers dealing with patient mistreatment. Displaced aggression by patients attenuates the positive effects of patient mistreatment on the emotional exhaustion of healthcare workers. Our findings reveal the mechanism and boundary conditions of patient mistreatment affecting healthcare workers' service performance and patient-oriented organizational citizenship behavior."

基金机构："National Social Science Foundation of China [19BJY052, 22BGL141]; National Natural Science Foundation of China [72110107002, 71974021]; Natural Science Foundation of Chongqing [cstc2021jcyj-msxmX0689]; Fundamental Research Funds for the Central Universities [2022CDJSKJC14]; Chongqing Social Science Planning Project [2018PY76]"

基金资助正文："This research was supported by grants funded by the National Social Science Foundation of China (Grant number: 19BJY052, 22BGL141), National Natural Science Foundation of China (Grant number: 72110107002, 71974021), Natural Science Foundation of Chongqing (Grant number: cstc2021jcyj-msxmX0689), Fundamental Research Funds for the Central Universities (Grant number: 2022CDJSKJC14), and Chongqing Social Science Planning Project (Grant number: 2018PY76)."