SHORT REPORT
Verbal abuse in the National Health Service: impressions of the prevalence, perceived reasons for and relationships with staff psychological well-being
1 Department of Psychology, University of Sheffield, Sheffield, South Yorkshire, UK
2 Institute of Work Psychology, University of Sheffield, Sheffield, South Yorkshire, UK
Correspondence to:
Correspondence to:
C A Sprigg
Institute of Work Psychology (IWP), Department of Psychology, University of Sheffield, Sheffield, South Yorkshire S10 2TN, UK; c.a.sprigg{at}sheffield.ac.uk
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.
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