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. 2022 Oct-Dec;45(4):321-331.
doi: 10.1097/JAC.0000000000000431. Epub 2022 Aug 4.

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

Melissa Medich  1 , Danielle Rose, Michael McClean, Karin Nelson, Gregory Stewart, David A Ganz, Elizabeth M Yano, Susan E Stockdale
Affiliations

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

Melissa Medich et al. J Ambul Care Manage. 2022 Oct-Dec.

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.

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Conflict of interest statement

The authors have no conflicts of interest to report.

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