EDUCATIONAL NEEDS AND SYNDROME OF OCCUPATIONAL BURNOUT IN ADMINISTRATIVE STAFF OF HEALTHCARE UNITS
Occupational burnout is particularly common in healthcare staff and is closely related to the quality of services provided. Most relevant researches mainly focus on health professionals, bypassing the administrative staff of healthcare units. However, administrative staff plays a key role for the efficiency of healthcare services, and therefore the occupational burnout of administrative staff negatively affects the organization and quality of the provided healthcare services, as patients may not receive proper care. The occupational burnout of administrative staff is a crucial and important issue and is worthy of study, because the new knowledge that will be acquired can be used in the design of training interventions regarding prevention and treatment. The purpose of this study is to investigate the phenomenon of occupational burnout of administrative staff in healthcare units with emphasis on the experience and needs, especially educational needs, of participants concerning the prevention and treatment of the problem. A qualitative methodology was used with semi-structured interviews with the administrative staff of Ippokrateio General Hospital of Thessaloniki. The main issues that emerged from the analysis of the interviews are: “fatigue” (physical and mental) and “working conditions” (organizational issues, communication) which are related to the experience, but also to the causes of occupational burnout, “work efficiency” related to the consequences of occupational burnout. The topic of “educational needs” is present in most of the participants’ responses, but is most prominent in those that mention the organizational and management needs of employees, both individually and collectively, as the dominant factor in addressing the problem of occupational burnout.
Keywords: occupational burnout, administrative staff of healthcare units, education, training
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