Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model. Issue 4 (4th October 2022)

• Record Type: Journal Article
• Authors: Medich, Melissa; Rose, Danielle; McClean, Michael; Nelson, Karin; Stewart, Gregory; Ganz, David A.; Yano, Elizabeth M.; Stockdale, Susan E.
• Is Part Of: Journal of ambulatory care management. Volume 45:Issue 4(2022)
• Page Start: 321
• Page End: 331
• Publication Date: 2022-10-04
• Subjects: burnout -- clerks -- Job Demands-Resources model -- medical support assistants -- primary care; Ambulatory medical care -- Administration -- Periodicals; Ambulatory medical care -- United States -- Administration -- Periodicals; Community health services -- Administration -- Periodicals; Community health services -- United States -- Administration -- Periodicals; Health planning -- Periodicals; Health planning -- United States -- Periodicals; 362.12
• DOI: 10.1097/JAC.0000000000000431
• Languages: English
• ISSNs: 0148-9917

Abstract

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.