Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/10488
Appears in Collections:Faculty of Health Sciences and Sport Journal Articles
Peer Review Status: Refereed
Title: Stress amongst nurses working in a healthcare telephone-advice service: relationship with job satisfaction, intention to leave, sickness absence, and performance
Authors: Farquharson, Barbara
Allan, Julia L
Johnston, Derek W
Johnston, Marie
Choudhary, Carolyn J
Jones, Martyn C
Contact Email: barbara.farquharson1@stir.ac.uk
Keywords: job satisfaction
nurses
stress
telephone triage
work-family conflict
Issue Date: Jul-2012
Publisher: Wiley-Blackwell
Citation: Farquharson B, Allan JL, Johnston DW, Johnston M, Choudhary CJ & Jones MC (2012) Stress amongst nurses working in a healthcare telephone-advice service: relationship with job satisfaction, intention to leave, sickness absence, and performance, Journal of Advanced Nursing, 68 (7), pp. 1624-1635.
Abstract: Aims. This paper is a report of a study, which assessed levels of stress amongst nurses working in a healthcare telephone-advice service. We explored whether stress related to performance, sickness absence, and intention to leave. Background. Nurses report high levels of stress, as do call-centre workers. The emergence of telephone health advice services means many nurses now work in call-centres, doing work that differs markedly from traditional nursing roles. Stress associated with these roles could have implications for nurses, patients, and service provision. Design. This paper reports cross-sectional survey results. The design of the overall study included longitudinal elements. Method. A comprehensive study of stress was conducted amongst nurses working for a telephone-advice service in Scotland (2008-2010). All nurse-advisors were approached by letter and invited to participate. A total of 152 participants (33%) completed a questionnaire including General Health Questionnaire-12, Work Family Conflict Questionnaire, Job Satisfaction Scale and a measure of intention to leave the telephone-advice service and rated the perceived stress of 2 working shifts. Nurses' employers provided data on sickness absence and performance. Results. Overall levels of psychological distress were similar to those found amongst Scottish women generally. In multiple regression, work-family conflict was identified as a significant predictor of job satisfaction and intention to leave, and significantly related to sickness absence. There were significant correlations between General Health Questionnaire scores and perceived stress of shifts and some performance measures. Conclusions. Work-family conflict is a significant predictor of job satisfaction, intention to leave, and sickness absence amongst telephone helpline nurses. Minimizing the impact of nurses' work on their home lives might reduce turnover and sickness absence.
Type: Journal Article
URI: http://hdl.handle.net/1893/10488
DOI Link: http://dx.doi.org/10.1111/j.1365-2648.2012.06006.x
Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: NMAHP Research
University of Aberdeen
University of Aberdeen
University of Aberdeen
University of Stirling
University of Dundee

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