Mistreatment of nurses by patients and its impact on their caring behaviors: The roles of psychological detachment and supervisor positive gossip
Corresponding Author
Mohamed A. Zoromba PhD
A. Professor
College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia
Psychiatric and Mental Health Nursing Department, Faculty of Nursing, Mansoura University, Mansoura, Egypt
Correspondence
Mohamed A. Zoromba, College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia.
Email: [email protected]
Heba E. El-Gazar, Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt.
Email: [email protected]
Search for more papers by this authorAli D. Abousoliman PhD
A. Professor
College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia
Nursing Administration Department, Faculty of Nursing, Kafr Elsheikh University, Kafr el-Sheikh, Egypt
Search for more papers by this authorAbeer Mohamed Zakaria PhD
Professor
Psychiatric and Mental Health Nursing Department, Faculty of Nursing, Mansoura University, Mansoura, Egypt
Search for more papers by this authorAhmed Hashem El-Monshed PhD
A. Professor
Psychiatric and Mental Health Nursing Department, Faculty of Nursing, Mansoura University, Mansoura, Egypt
Department of Nursing, College of Health and Sport Sciences, University of Bahrain, Manama, Bahrain
Search for more papers by this authorCorresponding Author
Heba E. El-Gazar PhD
A. Professor
Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt
Correspondence
Mohamed A. Zoromba, College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia.
Email: [email protected]
Heba E. El-Gazar, Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt.
Email: [email protected]
Search for more papers by this authorCorresponding Author
Mohamed A. Zoromba PhD
A. Professor
College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia
Psychiatric and Mental Health Nursing Department, Faculty of Nursing, Mansoura University, Mansoura, Egypt
Correspondence
Mohamed A. Zoromba, College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia.
Email: [email protected]
Heba E. El-Gazar, Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt.
Email: [email protected]
Search for more papers by this authorAli D. Abousoliman PhD
A. Professor
College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia
Nursing Administration Department, Faculty of Nursing, Kafr Elsheikh University, Kafr el-Sheikh, Egypt
Search for more papers by this authorAbeer Mohamed Zakaria PhD
Professor
Psychiatric and Mental Health Nursing Department, Faculty of Nursing, Mansoura University, Mansoura, Egypt
Search for more papers by this authorAhmed Hashem El-Monshed PhD
A. Professor
Psychiatric and Mental Health Nursing Department, Faculty of Nursing, Mansoura University, Mansoura, Egypt
Department of Nursing, College of Health and Sport Sciences, University of Bahrain, Manama, Bahrain
Search for more papers by this authorCorresponding Author
Heba E. El-Gazar PhD
A. Professor
Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt
Correspondence
Mohamed A. Zoromba, College of Nursing, Prince Sattam Bin Abdulaziz University, Al-Kharj, Saudi Arabia.
Email: [email protected]
Heba E. El-Gazar, Nursing Administration Department, Faculty of Nursing, Port Said University, Port Said, Egypt.
Email: [email protected]
Search for more papers by this authorAbstract
Background
Mistreatment by patients is a detrimental phenomenon predominant in healthcare organizations. However, there is a lack of nursing literature regarding the underlying mechanisms and boundary conditions that exist between mistreatment by patients and its detrimental consequences.
Aim
By integrating the Job Demands–Resources Model and the Conservation of Resources Theory, the study aimed to unveil the mediating role of psychological detachment from work in the relationship between mistreatment by patients and nurses' caring behaviors, as well as the moderating effect of supervisor positive gossip.
Methods
This multicenter, cross-sectional study involved 341 nurses from five hospitals across two cities in Egypt. Data were collected using an introductory information form, the Mistreatment by Patients Scale, the Psychological Detachment Scale, the Caring Behaviors Scale, and the Supervisor Positive Gossip Scale. The study's hypotheses were tested using the PROCESS macro.
Results
The results showed that mistreatment by patients was negatively related to nurses' caring behaviors via an increased psychological detachment. Further, higher levels of supervisor positive gossip were shown to weaken the direct effect of mistreatment by patients in increasing nurses' psychological detachment, as well as the indirect negative effect of mistreatment by patients on nurses' caring behaviors via psychological detachment.
Conclusions
Mistreatment by patients contributes to nurses' psychological detachment and decreased caring behaviors; however, these negative outcomes can be mitigated by supervisor positive gossip.
Implication for nursing policymaking
Nursing managers should adopt strategies to deter the rise of mistreatment by patients, and utilize positive gossip to support nurses exposed to such mistreatment to alleviate its consequences.
CONFLICT OF INTEREST STATEMENT
The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.
Open Research
DATA AVAILABILITY STATEMENT
The data that support the findings of this study are available from the corresponding author upon reasonable request.
Supporting Information
| Filename | Description |
|---|---|
| inr12970-sup-0001-FileS1.docx33.4 KB | Supporting Information |
| inr12970-sup-0002-FileS2.docx40.3 KB | Supporting Information |
Please note: The publisher is not responsible for the content or functionality of any supporting information supplied by the authors. Any queries (other than missing content) should be directed to the corresponding author for the article.
REFERENCES
- Alquwez, N. (2020) Examining the influence of workplace incivility on nurses’ patient safety competence. Journal of Nursing Scholarship, 52(3), 292–300. https://doi.org/10.1111/jnu.12553
- Alshehry, A.S., Alquwez, N., Almazan, J., Namis, I.M., Moreno-Lacalle, R.C. & Cruz, J.P. (2019) Workplace incivility and its influence on professional quality of life among nurses from multicultural background: a cross-sectional study. Journal of Clinical Nursing, 28(13–14), 2553–2564. https://doi.org/10.1111/jocn.14840
- Atashzadeh Shoorideh, F., Moosavi, S. & Balouchi, A. (2021) Incivility toward nurses: a systematic review and meta-analysis. Journal of Medical Ethics and History of Medicine, 14, 15. https://doi.org/10.18502/jmehm.v14i15.7670
- Azeem, M.U., De Clercq, D. & Haq, I.U. (2023) How employees leverage psychological capital and perform, even in the presence of rude co-workers: an empirical study from Pakistan. International Journal of Organizational Analysis, 31(7), 3002–3022. https://doi.org/10.1108/IJOA-04-2022-3227
- Babaei, N., Rahmani, A., Avazeh, M., Mohajjelaghdam, A.-R., Zamanzadeh, V. & Dadashzadeh, A. (2018) Determine and compare the viewpoints of nurses, patients and their relatives to workplace violence against nurses. Journal of Nursing Management, 26(5), 563–570. https://doi.org/10.1111/jonm.12583
- Bakker, A.B. & Demerouti, E. (2014) Job Demands–Resources Theory. In C. Cooper & P.Y. Chen (Eds.) Wellbeing: a complete reference guide (Vol. 3). John Wiley & Sons, Ltd. pp. 37–64. https://doi.org/10.1002/9781118539415.WBWELL019
10.1002/9781118539415.wbwell019 Google Scholar
- Bakker, A.B. & Demerouti, E. (2017) Job demands-resources theory: taking stock and looking forward. Journal of Occupational Health Psychology, 22(3), 273–285. https://doi.org/10.1037/OCP0000056
- Baranik, L.E., Zhu, Y., Wang, M. & Zhuang, W. (2022) When does witnessing patient mistreatment hurt nurses’ performance? Gauging the moderation roles of self-concern and other-orientation. Journal of Managerial Psychology, 37(2), 170–185. https://doi.org/10.1108/JMP-05-2020-0279
- Brady, D.L., Brown, D.J. & Liang, L.H. (2017) Moving beyond assumptions of deviance: the reconceptualization and measurement of workplace gossip. Journal of Applied Psychology, 102(1), 1–25. American Psychological Association. https://doi.org/10.1037/apl0000164
- Brislin, R.W. (1970) Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(3), 185–216. https://doi.org/10.1177/135910457000100301
- Byon, H.Do, Sagherian, K., Kim, Y., Lipscomb, J., Crandall, M. & Steege, L. (2021) Nurses’ experience with type II workplace violence and underreporting during the COVID-19 pandemic. Workplace Health & Safety, 70(9), 412–420. https://doi.org/10.1177/21650799211031233
- Cai, D., Li, F., Feng, T., Liu, B., Qi, L. & Men, C. (2022) Mistreatment from patients and nurses’ career withdrawal intention: does political skill matter? Asia Pacific Journal of Human Resources, 60(2), 342–361. https://doi.org/10.1111/1744-7941.12253
- Chan, S.H.G., Lin, Z.C.J., Wong, I.A., Chen, Y.V. & So, A.C.Y. (2022) When employees fight back: investigating how customer incivility and procedural injustice can impel employee retaliation. International Journal of Hospitality Management, 107, 103308. https://doi.org/10.1016/j.ijhm.2022.103308
- Chana, N., Kennedy, P. & Chessell, Z.J. (2015) Nursing staffs’ emotional well-being and caring behaviours. Journal of Clinical Nursing, 24(19–20), 2835–2848. https://doi.org/10.1111/jocn.12891
- Chandra, G. & Robinson, S.L. (2010) They're talking about me again: the impact of being the target of gossip on emotional distress and withdrawal. Paper Presented at the Annual Meeting of the Academy of Management, Boston, MA.
- Cheng, B., Dong, Y., Zhou, X., Guo, G. & Peng, Y. (2020a) Does customer incivility undermine employees’ service performance? International Journal of Hospitality Management, 89, 102544. https://doi.org/10.1016/j.ijhm.2020.102544
- Cheng, B., Guo, G., Tian, J. & Shaalan, A. (2020b) Customer incivility and service sabotage in the hotel industry. International Journal of Contemporary Hospitality Management, 32(5), 1737–1754. https://doi.org/10.1108/IJCHM-06-2019-0545
- Choi, S.-H. & Lee, H. (2017) Workplace violence against nurses in Korea and its impact on professional quality of life and turnover intention. Journal of Nursing Management, 25(7), 508–518. https://doi.org/10.1111/jonm.12488
- Clucas, C., Chapman, H. & Lovell, A. (2019) Nurses’ experiences of communicating respect to patients: influences and challenges. Nursing Ethics, 26(7–8), 2085–2097. https://doi.org/10.1177/0969733019834974
- Dores Cruz, T.D., Nieper, A.S., Testori, M., Martinescu, E. & Beersma, B. (2021) An integrative definition and framework to study gossip. Group & Organization Management, 46(2), 252–285. https://doi.org/10.1177/1059601121992887
- Fornell, C. & Larcker, D.F. (1981) Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.1177/002224378101800313
- Grandey, A., Foo, S.C., Groth, M. & Goodwin, R.E. (2012) Free to be you and me: a climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17(1), 1–14. Educational Publishing Foundation. https://doi.org/10.1037/a0025102
- Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2019) Multivariate data analysis, 8th edition. Cengage Learning. https://doi.org/10.1002/9781119409137.ch4
- Hayes, A.F. (2018) Introduction to mediation, moderation, and conditional process analysis, 2nd edition. The Guilford Press.
- Henseler, J., Ringle, C.M. & Sarstedt, M. (2015) A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/S11747-014-0403-8/FIGURES/8
- Hobfoll, S.E. (1989) Conservation of resources. A new attempt at conceptualizing stress. The American Psychologist, 44(3), 513–524. https://doi.org/10.1037//0003-066X.44.3.513
- Hobfoll, S.E., Halbesleben, J., Neveu, J.P. & Westman, M. (2018) Conservation of resources in the organizational context: the reality of resources and their consequences. Annual Review of Organizational Psychology and Organizational Behavior, 5, 103–128. https://doi.org/10.1146/ANNUREV-ORGPSYCH-032117-104640
- Imada, H. (2023) The relative effectiveness of positive and negative gossip in promoting prosocial giving: the examination of the valence of gossip content and reputational consequences. Japanese Psychological Research, https://doi.org/10.1111/jpr.12473
- Karabinski, T., Haun, V.C., Nübold, A., Wendsche, J. & Wegge, J. (2021) Interventions for improving psychological detachment from work: a meta-analysis. Journal of Occupational Health Psychology, 26(3), 224–242. https://doi.org/10.1037/ocp0000280.supp
- Karaeminogullari, A., Erdogan, B. & Bauer, T.N. (2018) Biting the hand that heals: mistreatment by patients and the well-being of healthcare workers. Personnel Review, 47(2), 572–591. https://doi.org/10.1108/PR-03-2016-0054
- Labrague, L.J., De los Santos, J.A.A., Tsaras, K., Galabay, J.R., Falguera, C.C., Rosales, R.A. & Firmo, C.N. (2020) The association of nurse caring behaviours on missed nursing care, adverse patient events and perceived quality of care: a cross-sectional study. Journal of Nursing Management, 28(8), 2257–2265. https://doi.org/10.1111/JONM.12894
- Magnavita, N., Heponiemi, T. & Chirico, F. (2020) Workplace violence is associated with impaired work functioning in nurses: an Italian cross-sectional study. Journal of Nursing Scholarship, 52(3), 281–291. https://doi.org/10.1111/jnu.12549
- Mento, C., Silvestri, M.C., Bruno, A., Muscatello, M.R.A., Cedro, C., Pandolfo, G. & Zoccali, R.A. (2020) Workplace violence against healthcare professionals: a systematic review. Aggression and Violent Behavior, 51, 101381. https://doi.org/10.1016/j.avb.2020.101381
- Nauman, S., Malik, S.Z. & Saleem, F. (2023) The slippery slope effect of patient incivility: unleashing the roles of surface acting and receiving help in employees’ unethical behavior and organizational citizenship behavior. The International Journal of Human Resource Management, 34(18), 3491–3519. https://doi.org/10.1080/09585192.2022.2129418
- Nundy, S., Kakar, A. & Bhutta, Z. (2022) How to practice academic medicine and publish from developing countries? A practical guide. Springer.
10.1007/978-981-16-5248-6 Google Scholar
- Nunnally, J. (1978) Psychometric theory. McGraw-Hill.
- Preacher, K.J., Rucker, D.D. & Hayes, A.F. (2007) Addressing moderated mediation hypotheses: theory, methods, and prescriptions. Multivariate Behavioral Research, 42(1), 185–227. https://doi.org/10.1080/00273170701341316
- Romero-Martín, M., Gómez-Salgado, J., Robles-Romero, J.M., Jiménez-Picón, N., Gómez-Urquiza, J.L. & Ponce-Blandón, J.A. (2019) Systematic review of the nature of nursing care described by using the Caring Behaviours Inventory. Journal of Clinical Nursing, 28(21–22), 3734–3746. https://doi.org/10.1111/jocn.15015
- Salimi, S. & Tarbiat, S. (2021) Predictors and priority of caring behaviours in intensive care units. Nursing in Critical Care, 26(6), 523–530. https://doi.org/10.1111/nicc.12590
- Shin, Y. & Hur, W.-M. (2022) Having control or lacking control? Roles of job crafting and service scripts in coping with customer incivility. Journal of Occupational Health Psychology, 27(1), 104–118. https://doi.org/10.1037/ocp0000288
- Sonnentag, S. & Fritz, C. (2007) The recovery experience questionnaire: development and validation of a measure for assessing recuperation and unwinding from work. Journal of Occupational Health Psychology, 12(3), 204–221. https://doi.org/10.1037/1076-8998.12.3.204
- Soriano, A., Kozusznik, M.W., Peiró, J.M. & Demerouti, E. (2021) Employees’ work patterns–office type fit and the dynamic relationship between flow and performance. Applied Psychology, 70(2), 759–787. https://doi.org/10.1111/apps.12251
- Spoelma, T.M. & Hetrick, A.L. (2021) More than idle talk: examining the effects of positive and negative team gossip. Journal of Organizational Behavior, 42(5), 604–618. https://doi.org/10.1002/job.2522
- Sun, T., Schilpzand, P. & Liu, Y. (2023) Workplace gossip: an integrative review of its antecedents, functions, and consequences. Journal of Organizational Behavior, 44(2), 311–334. https://doi.org/10.1002/job.2653
- Thomas, C.L., Johnson, L.U., Cornelius, A.M., Cobb, H.R., Murphy, L.D. & Vega, D. (2022) Incivility begets incivility: understanding the relationship between experienced and enacted incivility with customers over time. Journal of Business and Psychology, 37(6), 1255–1274. https://doi.org/10.1007/s10869-022-09795-2
- Ugwu, F.O., Onyishi, E.I., Anozie, O.O. & Ugwu, L.E. (2022) Customer incivility and employee work engagement in the hospitality industry: roles of supervisor positive gossip and workplace friendship prevalence. Journal of Hospitality and Tourism Insights, 5(3), 515–534. https://doi.org/10.1108/JHTI-06-2020-0113
- Vagharseyyedin, S.A. (2016) Nurses’ perspectives on workplace mistreatment: a qualitative study. Nursing & Health Sciences, 18(1), 70–78. https://doi.org/10.1111/nhs.12236
- Varghese, A., Joseph, J., Vijay, V.R., Khakha, D.C., Dhandapani, M., Gigini, G. & Kaimal, R. (2022) Prevalence and determinants of workplace violence among nurses in the South-East Asian and Western Pacific regions: a systematic review and meta-analysis. Journal of Clinical Nursing, 31(7–8), 798–819. https://doi.org/10.1111/jocn.15987
- Wang, H.-J., Li, P., Bauer, T.N. & Erdogan, B. (2023) Patient mistreatment and new nurse adjustment: the role of rumination and work engagement. Human Relations, https://doi.org/10.1177/00187267231211847
- Wu, Y., Larrabee, J.H. & Putman, H.P. (2006) Caring behaviors inventory: a reduction of the 42-item instrument. Nursing Research, 55(1), 18–25.
- Yue, Y., Nguyen, H., Groth, M., Johnson, A. & Frenkel, S. (2020) When heroes and villains are victims: how different withdrawal strategies moderate the depleting effects of customer incivility on frontline employees. Journal of Service Research, 24(3), 435–454. https://doi.org/10.1177/1094670520967994
Citing Literature
