THE IMPACT OF COMPLAINTS ON QUALITY OF LIFE, PSYCHOLOGICAL WELL-BEING AND HEALTH OF MEDICAL WORKERS
Introduction. The influence of patient complaints on the health and well-being of healthcare workers is increasingly recognized in the literature. Healthcare workers may respond in various ways that can harm themselves, their colleagues, and patients, including engaging in risk avoidance practices and even experiencing suicidal thoughts.
Objective: To assess the quality of life, psychological well-being, and health of healthcare workers based on their experience of complaints and reimbursement of patient treatment costs.
Material and methods: A sociological study was conducted, and the participants were divided into two groups: no complaints and recent/current complaints. Each group filled out adapted versions of the survey. The research results were analyzed using descriptive statistical methods.
Results: We identified statistically significant differences (p=0.059), namely that 50% of healthcare workers sometimes experience a bad mood, feelings of depression, or hopelessness when they have been subjected to unofficial complaints/official complaints fr om patients or their relatives. We also found statistically significant differences (p=0.036) regarding a decrease in interest or pleasure in performing their tasks, wh ere over half of the study participants, 52.6% (n=10), noted that most of the time they or their colleagues/medical organization had to reimburse the treatment costs of patients who experienced complications. Furthermore, healthcare workers reported slowed movements and speech noticed by others. Conversely, they also reported excessive and uncharacteristic busyness and activity, where similarly 52.0% (n=13) of the study participants noted that most of the time they or their colleagues/medical organization had to reimburse the treatment costs of patients who experienced complications (p=0.059). Additionally, 51.4% (n=18) of healthcare workers mostly reported having thoughts of it being better if they were not there at all or to do something bad to themselves, which they also associated with their experience of reimbursing the treatment costs of patients who experienced complications (p=0.031).
Conclusion: Healthcare workers with experience related to complaints are at significant risk of depression, anxiety, and suicidal thoughts. Legal processes, prolonged timelines, and persistent use of complaint systems are associated with a deterioration of the psychological well-being of healthcare workers, suggesting that the intensification of protective practices could become a serious global public health issue.
Makpal A. Alchimbayeva1, https://orcid.org/0000-0002-3086-5465
Tolebay K. Rakhypbekov2, https://orcid.org/0000-0002-5699-3086
Bakhytzhan B. Askarov3, https://orcid.org/0000-0002-7153-4769
Aigerm A. Baymagambetova1, https:// orcid.org/0000-0002-1010-5901
Gulmira S. Bazarova1, https://orcid.org/0000-0002-4231-4337
Kanat S. Abdilov1, https://orcid.org/0000-0002-6171-9065
Meruyert G. Khamzina1, https://orcid.org/0009-0007-3429-9118
Malike J. Kudaibergenova1, https://orcid.org/0009-0007-3429-9118
Oxana P. Tsigengagel4, https://orcid.org/0009-0007-3429-9118
1 NJSC «Astana medical university», Astana, Republic of Kazakhstan;
2 Head of the Kazakhstan’s National Association «Primary Health Care», Astana, Republic of Kazakhstan;
3 Kazakhstan Investment Development Fund, Astana, Republic of Kazakhstan;
4 Al-Farabi Kazakh National University, Almaty, Republic of Kazakhstan.
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Alchimbayeva M.A., Rakhypbekov T.K., Askarov B.B., Baymagambetova A.A., Bazarova G.S., Abdilov K.S., Khamzina M.G., Kudaibergenova M.J., Tsigengagel O.P. The impact of complaints on quality of life, psychological well-being and health of medical workers // Nauka i Zdravookhranenie [Science & Healthcare]. 2023, (Vol.25) 5, pp. 158-165. doi 10.34689/SH.2023.25.5.021Related publications:
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