EMOTIONAL LABOUR AS AN INTEGRAL PART OF HEALTH CARE

Teoretično izhodišče: Emocionalno delo poteka kot rutinski del zdravstvene nege, v smislu uporabe različnih spretnosti in znanj, je tudi neločljiva sestavina dela medicinske sestre. Izpostavili smo emocionalno delo v zdravstveni negi in opozorili na razsežnosti in lastnosti le-tega. Metodologija raziskovanja: Pri teoretičnem delu smo s pomočjo pregleda različne literature, virov in mednarodnih baz podatkov, kot so Cobiss, PubMed, Cinahl in Medline, uporabili naslednje metode: metodo deskripcije, pri opisovanju pojmov in dejstev, metodo kompilacije, pri povzemanju del različnih avtorjev in sintetično metodo, pri strnitvi različnih pojmov v celoto. V drugem, empiričnem delu, smo pri raziskavi emocionalnega dela v zdravstveni negi uporabili metodo fenomenologije, in sicer s korakom deskriptivne oziroma opisne fenomenologije. Vključene so bile medicinske sestre z različnih delovnih področij zdravstvene nege, dvajset medicinskih sester, zaposlenih na različnih področjih zdravstvene nege. Izbrali smo metodo intervjuja. Uporabili smo odprti tip raziskovanja, ker se v tem primeru ne ponujajo že v naprej definirani odgovori. Rezultati: Medicinske sestre ob izvajanju intervencij zdravstvene nege izvajajo tudi emocionalno delo. Strinjajo se, da z dobro komunikacijo, empatijo, prijaznostjo medicinske sestre, pacienti vrednotijo učinkovitost in kakovost zdravstvene nege. Prisluhniti pacientu in biti prijazen so navajale kot zahteve pacientov, hkrati pa tudi zahteve delodajalcev, saj je zdravstvena nega storitvena dejavnost in medicinska sestra prihaja v neposredni stik z uporabniki. S svojim vedenjem in pojavnostjo tudi reprezentira podjetje, v katerem je zaposlena. Sklep: Medicinske sestre se ne zavedajo emocionalnega dela v celoti, oziroma dela s čustvi ne zaznavajo kot delo, vendar je emocionalno delo v zdravstveni negi vsekakor prisotno. Opravljeno je vzporedno z izvajanjem intervencij zdravstvene nege. Emocionalno delo zaznavajo kot nasmeh, očesni stik, prijaznost, zaupanje, poslušanje, komuniciranje. Vsekakor s svojim emocionalnim delom pripomorejo k boljši učinkovitosti in kakovosti zdravstvene nege. Medicinske sestre težijo k vedno večji kakovosti odnosov med medicinsko sestro in pacientom ter posledično k večji kakovosti storitev zdravstvene nege. Kakšen je odnos, takšno je vrednotenje kakovostne zdravstvene nege in dobrega počutja pacienta. Medicinska sestra pacienta obravnava celostno, v procesu zdravljenja je pomembno sodelovanje obeh in ob tem pridobita oba, tako pacient kot medicinska sestra.Theoretical Bases: Emotional labor is a routine part of health care in sense of applying different skills and knowledge and is an integral part of the work done by nurse. We have herewith highlighted the emotional labor in health care and brought the dimensions and characteristics of the emotional labor into spotlight. Research Methodology: The theoretical work consisted of survey of literature and other sources. International databases such as Cobiss, PubMed, Cinahl and Medline were checked. Following methods were used: description method for describing concepts and facts, compilation method for summarizing work of different authors and synthetic method for uniting different concepts into entirety. The empirical, 2nd part of the thesis, research of emotional labor in health care, was developed by applying phenomenology method, specifically descriptive phenomenology. 20 nurses from different work areas of health care took part in the research. The nurses were interviewed. The open-type research was applied as in this case pre-prepared defined answers were not an option. Results: While carrying out health care interventions, nurses also do emotional labor. Nurses agree that patients value the efficiency and quality of health care based on communication, empathy and kindness of the nurse. To listen to patients and be kind were two of the listed patient\u27s demands. Those were also listed as demands of the employers as health care qualifies as services where the nurse comes to direct contact with the clients. With their behaviour and presence, nurses represent the companies which they work for. Conclusion: Though nurses are not fully aware of the emotional labor or working with emotions does not come across them as labor, emotional labor is certainly present in healht care. It is being carried out parallelly with application of health care interventions. Nurses sense emotional labor as a smile, an eye contact, kindness, trust, listening, communication. With emotional labor, nurses absolutely contribute to better efficieny and quality of health care. Nurses have a tendency towards increasingly greater quality of relations between nurses and patients which leads to better quality of health care services. Evaluation of the health care quality and wellness of the patient is based on the attitude. A nurse treats a patient as whole and the healing process takes cooperation of both so they can both gain from it, the patient and the nurse