Prosocial voice in the hierarchy of healthcare professionals: the role of emotions after harmful patient safety incidents.
Compassion
Patient safety
Professional hierarchy
Prosocial voice
Shame
Journal
Journal of health organization and management
ISSN: 1758-7247
Titre abrégé: J Health Organ Manag
Pays: England
ID NLM: 101179473
Informations de publication
Date de publication:
28 Feb 2023
28 Feb 2023
Historique:
entrez:
28
2
2023
pubmed:
1
3
2023
medline:
3
3
2023
Statut:
ppublish
Résumé
Supporting and nurturing effective communication between healthcare professionals is vital to protect patients from harm. However, not all forms of employee voice are effective. Fear can lead to defensive voice, while the role of other emotions to drive voice behaviour is less well understood. This paper aims to understand what role the broader range of emotions, including compassion and shame, experienced by healthcare professionals following patient safety incidents (PSI) play in the subsequent enactment of prosocial voice, a positive and other-oriented form of communication. This study is based on data from a single English NHS hospital: interviews with healthcare professionals involved in PSIs ( Among three cases, the authors found variance in context, emotional experience and voice behaviour. Where professionals feared blame and repercussion, voice was defensive. Meanwhile where they experienced shame and compassion, prosocial voice was enacted to protect patients. Healthcare organisations seeking to foster prosocial voice should: (1) be more considerate of professionals' emotional experiences post-PSI and ensure adequate support for recovery (2) establish norms for professionals to share their struggles with others (3) reward professionals who demonstrate caring behaviour (4) buffer professionals from workplace pressures. The authors' study highlights how emotional experiences, such as shame and compassion, can mediate blame and defensiveness and lead to the enactment of prosocial voice in the professional hierarchy.
Identifiants
pubmed: 36854629
doi: 10.1108/JHOM-01-2022-0027
doi:
Types de publication
Journal Article
Langues
eng
Informations de copyright
© Emerald Publishing Limited.
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