Citation

Sprigg CA, Armitage CJ, Hollis K. Emerg. Med. J. 2007; 24(4): 281-282.

Affiliation

Institute of Work Psychology (IWP), Department of Psychology, University of Sheffield, Sheffield, South Yorkshire S10 2TN, UK. c.a.sprigg@sheffield.ac.uk

Copyright

(Copyright © 2007, BMJ Publishing Group)

DOI

10.1136/emj.2006.038166

PMID

17384383

PMCID

PMC2658236

Abstract

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.

Language: en