TY  - JOUR
PY  - 2007//
TI  - Verbal abuse in the National Health Service: impressions of the prevalence, perceived reasons for and relationships with staff psychological well-being
JO  - Emergency medicine journal
A1  - Sprigg, Christine A.
A1  - Armitage, Christopher J.
A1  - Hollis, Kate
SP  - 281
EP  - 282
VL  - 24
IS  - 4
N2  - 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>
LA  - en
SN  - 1472-0205
UR  - http://dx.doi.org/10.1136/emj.2006.038166
ID  - ref1
ER  -