Stress and Burnout: Empathy, Engagement, and Retention in Healthcare Support Staff

Stress and Burnout: Empathy, Engagement, and Retention in Healthcare Support Staff by Burnette Anne Tolbert Vidal M.Ed., The Pennsylvania State University, 1989 B.S., Messiah College, 1986 Proposal Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Health Psychology Walden University May 2019 Abstract . Research on stress and burnout and their influence on empathy, engagement, and retention, in healthcare support staff is scarce in the literature. The theoretical framework for this study was the conservation of resources (COR) theory which claims that when people are stressed, emotionally exhausted, and experiencing burnout, they protect and preserve their physical and mental resources from becoming depleted by reducing their Research on stress and burnout and their influence on empathy, engagement, and retention, in healthcare support staff is scarce in the literature. The theoretical framework for this study was the conservation of resources (COR) theory which claims that when people are stressed, emotionally exhausted, and experiencing burnout, they protect and preserve their physical and mental resources from becoming depleted by reducing their effort and withdrawing from work. The key research question was: Does burnout mediate the relationship between stress and empathy, engagement, and turnover intentions in healthcare support staff working in a Federally Qualified Health Center (FQHC)? This quantitative, non-experimental, mediation analysis included 83 female and 10 male healthcare support staff working in an FQHC. The variables were assessed using the Job Stress Survey (JSS), Oldenburg Burnout Inventory (OBI), Interpersonal Reactivity Index (IRI) – Brief Form, and the Behavioral Intentions to Withdraw Measure (BIWM). A path analysis was performed to estimate the magnitude of the relationships between the variables. The results indicate that burnout does not mediate the relationship between stress and empathy, but it does significantly predict engagement and turnover intentions. FQHCs serve vulnerable and medically complex patients in underserved communities, and when the negative impact of burnout in healthcare support staff is addressed, patients, providers, and staff can enable positive social change by achieving important clinical health outcomes for patients. Stress and Burnout: Empathy, Engagement, and Retention in Healthcare Support Staff by Burnette Anne Tolbert Vidal M.Ed., The Pennsylvania State University, 1989 B.S., Messiah College, 1986 Proposal Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Philosophy Health Psychology Walden University August 2019 Dedication This dissertation is dedicated to my dad and mom. Dad was my biggest cheerleader. He was my biggest hero. He gave me endless encouragement and supported all of my endeavors with his unwavering love. He never failed to remind me that I could do anything. And when it was done, he’d say, “You’ve done a fine, outstanding, and commendable job! ” As I conclude this dissertation journey, I can hear his voice. I am so thankful for having a man in my life that built me up, complimented me, told me I was smart and beautiful, and was always loving and kind as he guided me through life. Best of all, my dad taught me the love, forgiveness, and Salvation of Jesus Christ. He grounded me in the Scriptures and taught me to read God’s Word and trust Him completely. He taught me to pray and know that even before I pray, God knows the desires of my heart. Thank you, Dad. I also dedicate this to my mom. My mom is the epitome of love and kindness. She too, taught me the Word of God. She’d always say, “Pray all the way! ” Mom, you were an example of how to be a loving and caring wife and mother. You gave your endless love and support to Hilsford, Savannah, Dominique, and Cathy. You always reached out to help lighten my load and I thank you from the bottom of my heart. I am who I am.because of you. Thank you! Acknowledgments With great appreciation, I acknowledge and thank my doctoral committee chair, Dr. Derek Rohde and Dr. Peggy Gallaher. Your expertise, feedback and patience enabled me to achieve this life goal. I also acknowledge my dearest friends who served as accountability partners and provided endless encouragement during the roughest and loneliest parts of this journey. Finally, I acknowledge all of the men and women who work tirelessly to provide quality, safe, supportive, professional health care to those in our society who have been underserved, marginalized and forgotten.