@article{ref1,
title="Receptionists' perceptions of violence in general practice",
journal="Occupational medicine",
year="2007",
author="Bayman, Patricia A. and Hussain, Tok",
volume="57",
number="7",
pages="492-498",
abstract="BACKGROUND: Violence and threatening behaviour towards health care employees is a recognized hazard. There is a lack of research into the perceptions of general practice (GP) receptionists about this important workplace hazard. AIM: To determine the factors that influence reception staff perceptions regarding the risk of future violent and threatening incidents at work. METHODS: A cross-sectional survey using a self-administered postal questionnaire was carried out among reception staff working in 49 GPs in two UK National Health Service Primary Care Trusts. RESULTS: Forty-nine (72%) practices agreed to participate. Two hundred and seven (68%) reception staff participated. Receptionists who reported having been threatened or attacked in the past 12 months were more likely to be worried about being threatened [odds ratio (OR) 4.9; 95% confidence interval (CI) 2.0-11.8] or attacked (OR 4.6; 95% CI 1.8-11.2) in the future. Receptionists with higher neuroticism scores were more worried about the future possibility of violence. Staff who felt safe and supported at work (P = 0.003) and staff who had lower background sources of stress at work (P < 0.001) were less likely to feel they would be threatened or attacked at work. Staff who had received training about violent and abusive incidents felt safer at work (OR = 1.27; 95% CI 1.04-1.55). CONCLUSION: Previous episodes of threats or attacks at work make receptionists more worried about future episodes. Factors which reduce reception staff anxieties about violence and threat at work are working in a supportive environment where work stressors are controlled and receiving training on how to deal with violent, threatening and difficult behaviour.<p /> <p>Language: en</p>",
language="en",
issn="0962-7480",
doi="10.1093/occmed/kqm064",
url="http://dx.doi.org/10.1093/occmed/kqm064"
}