טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentNesher-Shoshan Hadar
SubjectBurnout and Aggression in a Hospital Setting
DepartmentDepartment of Industrial Engineering and Management
Supervisor Professor Anat Rafaeli
Full Thesis textFull thesis text - English Version


Abstract

Workers in organizations around the world must bear with an everyday reality involving aggressive acts from co-workers and customers. The problem is acute in the medical world where the situation is even more complex. Research about aggression suggests that a relatively wide range of unpleasant events can act as cues leading individuals to aggressive reactions. The current research uses this framework, suggesting that burnout syndrome which is known to be common in medical staffs, might affect their behavior in a way that will cue aggression. These cues may in turn evoke aggressive reactions of patients and their relatives. 180 participants from three groups (nurses, patients' relatives and students) were given stories in which a patient interacts with a nurse displaying burnout symptoms, and were asked to put themselves in the patient's place. The basic burnout-aggression relation was supported throughout the research. In addition, the relation was mediated by perception of quality of treatment by the nurse, suggesting that this relation is characterized by a cognitive process of judging the quality of service. Furthermore, "experienced" patients' relatives showed a weaker reaction to the story, suggesting that they became helpless, tolerant or forgiving towards the burnt out staff members. The relation between burnout and aggression is important and therefore future research is discussed.