Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model

Melissa Medich; Danielle Rose; Michael McClean; Karin Nelson; Gregory Stewart; David A. Ganz; Elizabeth M. Yano; Susan E. Stockdale

doi:10.1097/JAC.0000000000000431

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Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model

Journal article

Open access

Peer reviewed

Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model

Melissa Medich, Danielle Rose, Michael McClean, Karin Nelson, Gregory Stewart, David A. Ganz, Elizabeth M. Yano and Susan E. Stockdale

The Journal of ambulatory care management, Vol.45(4), pp.321-331

10/01/2022

DOI: 10.1097/JAC.0000000000000431

PMCID: PMC9422767

PMID: 35943358

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https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9422767View

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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.

Health Care Sciences & Services

Life Sciences & Biomedicine

Science & Technology

Details

Title: Subtitle: Predictors of VA Primary Care Clerical Staff Burnout Using the Job Demands-Resources Model
Creators: Melissa Medich - Health Services Research & Development
Danielle Rose - Health Services Research & Development
Michael McClean - Health Services Research & Development
Karin Nelson - University of Puget Sound
Gregory Stewart - Univ Iowa, Dept Management, Iowa City, IA USA
David A. Ganz - Health Services Research & Development
Elizabeth M. Yano - Health Services Research & Development
Susan E. Stockdale - Health Services Research & Development
Resource Type: Journal article
Publication Details: The Journal of ambulatory care management, Vol.45(4), pp.321-331
Publisher: Lippincott Williams & Wilkins
DOI: 10.1097/JAC.0000000000000431
PMID: 35943358
PMCID: PMC9422767
ISSN: 0148-9917
eISSN: 1550-3267
Number of pages: 11
Grant note: XVA 65-018 / VA Office of Primary Care
Language: English
Date published: 10/01/2022
Academic Unit: Management and Entrepreneurship
Record Identifier: 9984380376302771

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