@article{ref1,
title="Verbal abuse in the National Health Service: impressions of the prevalence, perceived reasons for and relationships with staff psychological well-being",
journal="Emergency medicine journal",
year="2007",
author="Sprigg, Christine A. and Armitage, Christopher J. and Hollis, Kate",
volume="24",
number="4",
pages="281-282",
abstract="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.<p /><p>Language: en</p>",
language="en",
issn="1472-0205",
doi="10.1136/emj.2006.038166",
url="http://dx.doi.org/10.1136/emj.2006.038166"
}