کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
952932 927555 2011 5 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
The unspoken work of general practitioner receptionists: A re-examination of emotion management in primary care
موضوعات مرتبط
علوم پزشکی و سلامت پزشکی و دندانپزشکی سیاست های بهداشت و سلامت عمومی
پیش نمایش صفحه اول مقاله
The unspoken work of general practitioner receptionists: A re-examination of emotion management in primary care
چکیده انگلیسی

Dealing with illness, recovery and death require health care workers to manage not only their own emotions, but also the emotions of those around them. While there is evidence to suggest that core occupations such as nursing are well versed in the nature of and need for such work, little is known about the requirements for emotion management on the part of front-line administrative staff. In response, findings from a three-year ethnographic study of UK general practice, suggest that as a first-point-of-contact in the English health care system GP receptionists are called upon to perform complex forms of emotion management pursuant to facilitating efficacious care. Two new emotion management techniques are identified: (1) emotional neutrality, and (2) emotion switching, indicating a need to extend emotion management research beyond core health occupations, while at the same time reconsidering the variety and complexity of the techniques used by ancillary workers.


► Suggests that GP receptionists perform complex forms of emotion management pursuant to facilitating efficacious care.
► Identifies two new emotion management techniques: emotional neutrality and emotion switching.
► Calls for emotion management research to move beyond core occupations to reconsider the complexity of ancillary work.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Social Science & Medicine - Volume 72, Issue 10, May 2011, Pages 1583–1587
نویسندگان
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