Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model
Melissa Medich1, Danielle Rose, Michael McClean
1HSR&D Center for the Study of Healthcare Innovation, Implementation, & Policy, VA Greater Los Angeles Healthcare System, Los Angeles, California (Drs Medich, Rose, Ganz, Yano, and Stockdale and Mr McClean); Primary Care Analytics Team, VA Puget Sound South Health Care System, Tacoma, Washington (Dr Nelson); Department of Medicine, School of Medicine (Dr Nelson), and Department of Health Services, School of Public Health (Dr Nelson), University of Washington, Seattle; Department of Management, University of Iowa, Iowa City (Dr Stewart); Department of Health Policy & Management, Fielding School of Public Health (Dr Yano), David Geffen School of Medicine (Drs Ganz and Yano), and Department of Psychiatry and Biobehavioral Sciences (Dr Stockdale), University of California Los Angeles; and RAND Corporation, Santa Monica, California (Dr Ganz).
Abstract:
Primary care clerical staff may experience burnout if not adequately prepared and supported for patient-facing customer service tasks. Guided by the Job Demands-Resources (JD-R) model, we use national survey data from 707 primary care clerks at 349 VA clinics (2018; response rate: 12%) to evaluate associations between clerks' perceptions of tasks, work environment, training, and burnout. We found challenges with customer-facing tasks contribute to higher burnout, and supportive work environment was associated with lower burnout. Although perceptions of training were not associated with burnout, our results combined with the JD-R model suggest that customer service training may protect against burnout.
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