Załuski Maciej, Makara-Studzińska Marta
Division of Health Psychology, Faculty of Health Sciences, Collegium Medicum Jagiellonian University; Kraków 31-008, Poland.
Healthcare (Basel). 2022 Jan 31;10(2):281. doi: 10.3390/healthcare10020281.
According to scientific research, emergency call-takers and dispatchers are particularly vulnerable to burnout syndrome. There are no data describing specific burnout patterns or allowing for the definition of subgroups of workers who are particularly at risk. The aim of this research was to apply a person-oriented approach to characterize burnout profiles using job-related variables and personal resources. A cross-sectional survey study was conducted on 553 call-takers and dispatchers aged between 19 and 65, from 14 public safety answering points in Poland. The Link Burnout Questionnaire, the 10-item Perceived Stress Scale, the Generalized Self-Efficacy Scale, and an independent questionnaire were used to gather information. K-means cluster analysis was used, which allowed us to highlight three distinct burnout risk profiles: high risk of burnout, without full-blown pattern of burnout with high inefficacy, and no risk of burnout with an increased sense of disappointment. Several variables which coexisted with occupational burnout included work experience, weekly working hours, intensity of perceived stress, and self-efficacy level. The application of a person-oriented approach made it possible to identify groups of call takers characterized by a high risk of burnout syndrome, and to indicate the areas in which preventive measures, focused on each of their specific needs, should be taken.
根据科学研究，应急电话接听员和调度员特别容易出现职业倦怠综合征。目前尚无数据描述具体的职业倦怠模式，也无法界定特别高危的工人群体。本研究的目的是采用以人为本的方法，利用与工作相关的变量和个人资源来描述职业倦怠特征。对波兰14个公共安全接听点的553名年龄在19岁至65岁之间的电话接听员和调度员进行了横断面调查研究。使用了《职业倦怠问卷》、10项感知压力量表、一般自我效能量表和一份独立问卷来收集信息。采用K均值聚类分析，使我们能够突出三种不同的职业倦怠风险特征：职业倦怠高危型、未出现伴有高度无效能的全面职业倦怠模式型、伴有失望感增加但无职业倦怠风险型。与职业倦怠共存的几个变量包括工作经验、每周工作时长、感知压力强度和自我效能水平。采用以人为本的方法能够识别出具有职业倦怠综合征高危特征的电话接听员群体，并指出应针对他们各自的具体需求采取预防措施的领域。
