Patient aggression in healthcare contexts: what kind of resources do physicians and nurses need?

Introduction. National and international studies have highlighted that healthcare workers are increasingly facing episodes of verbal and physical violence by third parts. Empirical evidence supports the hypothesis that aggressive behaviours by patients or relatives can generate burnout processes. However few studies have investigated the organizational and psychosocial resources that can lessen the impact of such social stressor on the well-being of healthcare workers. Objectives. Aims of this study are to analyse: a) the consequences of verbal violence by patients and relatives towards nurses and physicians; b) if and under what circumstances different types of resources (colleagues support, managers support, leadership quality, decisional autonomy and meaning of work) lessen the negative impact of verbal aggression on burnout and emotional well-being . Methodology. A cross-sectional survey was conducted during 2011-2012. A total of 618 nurses and 210 physicians working in different departments in 5 general hospitals in Northern Italy were invited to complete a self-report questionnaire. Results and Conclusions. A series of moderated stepwise regressions analyses were conducted. Results highlighted that aggressive behaviours are important predictors of burnout and emotional well-being for both groups. Although doctors and nurses differ neither in terms of perceived patients aggression, nor of burnout and well-being, the research identify differences in the patterns of resources that protect them against social stressors tied to the interaction with patients. The different role played by social support for physicians and nurses to buffer the effects of patient aggressive behaviours is also discussed