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Investigation on the Relationship Between Difficult Patients and Quality of Care: The Moderating Effect of
1Department of Health Care Management, National Taipei University of Nursing and Health Sciences, Taipei, Taiwan.
Aim:
This study aims to investigate the association between difficult patients and work burnout, work passion, quality of care and psychological resilience in nursing personnel.
Background:
Dealing with difficult patients is a common managerial problem in hospitals, and this topic has received increasing attention in healthcare studies. Understanding how difficult patients influence the quality of care may assist increase in patient safety and healthcare quality.
Methods:
In this descriptive, cross-sectional survey study, we collected 250 valid questionnaires from nursing personnel at a regional hospital in Taipei City.
Results:
The results revealed a significant negative correlation between difficult patients and negative care behaviours, with work burnout mediating this association. In addition, work passion mediated the associations among difficult patients and negative behaviours, supportive behaviours and service performance. The interaction between psychological resilience and difficult patients also affected the quality of care through work passion.
Conclusions:
Hospital administrators should implement interventions to mitigate the influence of difficult patients on the quality of care, strengthen the psychological resilience of nursing staff to prevent burnout and enhance the work passion of personnel.
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