Number, nature & impact of incoming telephone calls on residents and their work during evening shifts

Mwl van Geffen; K M van der Waaij; P M Stassen

doi:10.52964/amja.0886

Number, nature & impact of incoming telephone calls on residents and their work during evening shifts

Mwl van Geffen^*, K M van der Waaij, P M Stassen

^*Corresponding author for this work

Research output: Contribution to journal › Article › Academic › peer-review

Abstract

BACKGROUND: Internal medicine residents are frequently interrupted by phone calls, which may compromise workflow, work quality and job satisfaction.

AIM: This study investigates the number, nature and impact of calls on residents and their work during evening shifts in the emergency department and ward.

METHODS: This prospective observational study compares measurements from direct observations with subjective data from questionnaires.

RESULTS: Residents received 26 resp. 30 (median) calls per shift in the emergency department and ward, with duration of 50 resp. 80 seconds. Residents perceived high burden and impact on quality of work and job satisfaction.

DISCUSSION & CONCLUSION: Frequent interruptions by phone calls were observed, which resulted in high burden. Our study raises the urgency for finding solutions and provides insights necessary for possible interventions.

Original language	English
Pages (from-to)	5-11
Number of pages	7
Journal	Acute Medicine
Volume	21
Issue number	1
DOIs	https://doi.org/10.52964/amja.0886
Publication status	Published - 2022

Keywords

Emergency Service, Hospital
Humans
Prospective Studies
Surveys and Questionnaires
Telephone

Access to Document

10.52964/amja.0886

Cite this

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title = "Number, nature & impact of incoming telephone calls on residents and their work during evening shifts",

abstract = "BACKGROUND: Internal medicine residents are frequently interrupted by phone calls, which may compromise workflow, work quality and job satisfaction.AIM: This study investigates the number, nature and impact of calls on residents and their work during evening shifts in the emergency department and ward.METHODS: This prospective observational study compares measurements from direct observations with subjective data from questionnaires.RESULTS: Residents received 26 resp. 30 (median) calls per shift in the emergency department and ward, with duration of 50 resp. 80 seconds. Residents perceived high burden and impact on quality of work and job satisfaction.DISCUSSION & CONCLUSION: Frequent interruptions by phone calls were observed, which resulted in high burden. Our study raises the urgency for finding solutions and provides insights necessary for possible interventions.",

keywords = "Emergency Service, Hospital, Humans, Prospective Studies, Surveys and Questionnaires, Telephone",

author = "{van Geffen}, Mwl and {van der Waaij}, {K M} and Stassen, {P M}",

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year = "2022",

doi = "10.52964/amja.0886",

language = "English",

volume = "21",

pages = "5--11",

journal = "Acute Medicine",

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AU - van Geffen, Mwl

AU - van der Waaij, K M

AU - Stassen, P M

PY - 2022

Y1 - 2022

N2 - BACKGROUND: Internal medicine residents are frequently interrupted by phone calls, which may compromise workflow, work quality and job satisfaction.AIM: This study investigates the number, nature and impact of calls on residents and their work during evening shifts in the emergency department and ward.METHODS: This prospective observational study compares measurements from direct observations with subjective data from questionnaires.RESULTS: Residents received 26 resp. 30 (median) calls per shift in the emergency department and ward, with duration of 50 resp. 80 seconds. Residents perceived high burden and impact on quality of work and job satisfaction.DISCUSSION & CONCLUSION: Frequent interruptions by phone calls were observed, which resulted in high burden. Our study raises the urgency for finding solutions and provides insights necessary for possible interventions.

AB - BACKGROUND: Internal medicine residents are frequently interrupted by phone calls, which may compromise workflow, work quality and job satisfaction.AIM: This study investigates the number, nature and impact of calls on residents and their work during evening shifts in the emergency department and ward.METHODS: This prospective observational study compares measurements from direct observations with subjective data from questionnaires.RESULTS: Residents received 26 resp. 30 (median) calls per shift in the emergency department and ward, with duration of 50 resp. 80 seconds. Residents perceived high burden and impact on quality of work and job satisfaction.DISCUSSION & CONCLUSION: Frequent interruptions by phone calls were observed, which resulted in high burden. Our study raises the urgency for finding solutions and provides insights necessary for possible interventions.

KW - Emergency Service, Hospital

KW - Humans

KW - Prospective Studies

KW - Surveys and Questionnaires

KW - Telephone

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JO - Acute Medicine

JF - Acute Medicine

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