Receptionists are facing serious workplace safety concerns and need training to cope.
A review of published evidenced found that patient aggression toward receptionists working in general practice is a serious workplace concern. The report appeared in the open access journal Family Medicine and Community Health.
Besides the personal toll on the receptionists, the operational effects including increased workplace absenteeism and contributing to the number of staff leaving the health care workforce, according to the research. The studies included more than 4,000 participants.
Every study found that patient aggression toward receptionists was a frequent and routine occurrence. The aggression included verbal abuse, hostility, and use of racist, ableist, and sexist insults. While some studies reported physical violence toward receptionists, these occurred much less frequently than verbal abuse.
The triggers for the acts of aggression were attributed to frustration with appointment scheduling and administrative systems, errors, delayed access to doctors, and prescription refusal. The report notes that receptionists usually tried to placate patients to de-escalate the situation, but at the cost of their own wellbeing and productivity.
These aggressions led to negative feelings, and contributed to receptionist burnout and fatigue.
According to the report, strategies to reduce patient aggression included streamlining scheduling, adding flexible scheduling, providing early availability for appointments, and providing consistent patient management practices. Receptionists reported better patient aggression management when provided with relevant training, had confidence in de-escalation skills, and if there was a formal policy and reliable backup from management.
This article was published by our sister publication Medical Economics.
Study links premature menopause to musculoskeletal pain and sarcopenia risks
May 1st 2024A recent study revealed an association between premature menopause and increased risks of musculoskeletal pain and sarcopenia, emphasizing the potential benefits of hormone therapy in mitigating long-term effects.
Read More
Advancing obstetric and gynecologic surgery through robotic innovation
April 30th 2024Explore how robotic surgery revolutionizes obstetric and gynecologic procedures, offering enhanced precision, reduced complications, and improved patient outcomes, while also examining challenges and future prospects in the field.
Read More