Departmental Bulletin Paper 看護師の患者対応場面での怒り発生とその後の行動
Incidents in which nurses became angry with their patients and their subsequent responses.

畠山, 朋子  ,  佐々木, 久長  ,  米山, 奈奈子  ,  HATAKEYAMA, Tomoko  ,  SASAKI, Hisanaga  ,  YONEYAMA, Nanako

24 ( 1 )  , pp.41 - 51 , 2016-03-31 , 秋田大学大学院医学系研究科保健学専攻
看護師は職務の中で自身の感情を管理する感情労働を行っている. 本研究は患者対応場面で怒りを感じた看護師の割合と怒りを感じた場面, 患者に対する行動, 感じた怒りを抑制した看護師の割合とその理由を明らかにし, 年代別の特徴を分析した. 全国の400床以上の多診療科を有する47施設2200名の看護師を対象に, 自記式の質問紙調査を行い, 1152人(回収率52.0%) から回答を得た(女性94.3%, 30・40歳代61.6%). 65.7%の看護師が, 最近一ヶ月の看護業務で怒りを感じていた. 怒りを感じた場面で多かったのは「同じ患者からの頻回なナースコール(40.3%)」であった. 患者に対する行動では, 「いつもと変わらない態度で接した(69.7%)」が多かった. 怒りを抑制した看護師は79.1%で, その理由は「怒ると患者との関係が悪化するから(71.3%)」であった. 対処行動では「同僚に話を聞いてもらった(74.1%)」が多かった. 年代別の分析では50歳代が怒りを感じた割合が低かった. 勤務部署では内科病棟と精神科病棟で怒りを感じた割合が高かった. 怒りの抑制と年代・勤務部署の間には有意な関係はなかった. 看護師の約7割が怒りを感じその中の約8割が抑制していたことは, 看護が感情労働であることを裏付けたと考える.
Nurses need to control their emotions in their work. The present study clarified the proportion ofnurses who felt angry when dealing with patients, the scenarios in which they felt angry, the actions theyimplemented to cope with the patient, the proportion of nurses who suppressed their anger and the reasonswhy they suppressed their anger. These characteristics were analyzed according to the age groups of thenurses. A self-administered questionnaire survey distributed to 2,200 nurses in 47 hospitals with variousclinical departments and at least 400 beds in different wards throughout Japan. The questionnaire wasanswered by 1,152 nurses (response rate, 52.0% ; female, 94.3%) ; 61.6% of the respondents were in their30s and 40s. Regarding the responses of the nurses, 65.7% reported that they felt angry when they wereon nursing duty during the month prior to the survey. A common scenario in which they felt angry was frequent calls from the same patient (40.3%). A common action to cope with the patient was having theusual attitude toward the patient (69.7%). In total, 79.1% reported that they suppressed their anger. Thereason for this was that anger would worsen the relationship with the patient (71.3%) . Most coped withtheir anger by talking to their colleagues about what had happened (74.1%) . An age group analysisshowed that the percentage of nurses in their 50s who reported feeling angry was significantly lower. Theproportion of nurses who felt angry was significantly higher in medical and psychiatric wards. Angersuppression was not significantly correlated with either the age groups or the types of wards. About 70%of the nurses felt angry, and about 80% reported that they suppressed their anger. This result supportedthat nursing is an emotional occupation.

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