Prosocial voice in the hierarchy of healthcare professionals: the role of emotions after harmful patient safety incidents

TY - JOUR

T1 - Prosocial voice in the hierarchy of healthcare professionals

T2 - the role of emotions after harmful patient safety incidents

AU - Richmond, John G.

AU - Burgess, Nicola

N1 - Funding Information: Funding: This work was supported by the National Institute for Health and Care Research - Warwick Business School PhD Studentship (2014-2018). Publisher Copyright: © 2023, Emerald Publishing Limited.

PY - 2023/5/17

Y1 - 2023/5/17

N2 - Purpose: Supporting and nurturing effective communication between healthcare professionals is vital to protect patients from harm. However, not all forms of employee voice are effective. Fear can lead to defensive voice, while the role of other emotions to drive voice behaviour is less well understood. This paper aims to understand what role the broader range of emotions, including compassion and shame, experienced by healthcare professionals following patient safety incidents (PSI) play in the subsequent enactment of prosocial voice, a positive and other-oriented form of communication. Design/methodology/approach: This study is based on data from a single English NHS hospital: interviews with healthcare professionals involved in PSIs (N = 40), observations at quality and risk committees and meetings (N = 26 h) and review of investigative documents (N = 33). Three recent PSIs were selected for cross-case analysis based upon organisational theory related to professional hierarchy, employee voice and literature on emotions. Findings: Among three cases, the authors found variance in context, emotional experience and voice behaviour. Where professionals feared blame and repercussion, voice was defensive. Meanwhile where they experienced shame and compassion, prosocial voice was enacted to protect patients. Practical implications: Healthcare organisations seeking to foster prosocial voice should: (1) be more considerate of professionals' emotional experiences post-PSI and ensure adequate support for recovery (2) establish norms for professionals to share their struggles with others (3) reward professionals who demonstrate caring behaviour (4) buffer professionals from workplace pressures. Originality/value: The authors’ study highlights how emotional experiences, such as shame and compassion, can mediate blame and defensiveness and lead to the enactment of prosocial voice in the professional hierarchy.

AB - Purpose: Supporting and nurturing effective communication between healthcare professionals is vital to protect patients from harm. However, not all forms of employee voice are effective. Fear can lead to defensive voice, while the role of other emotions to drive voice behaviour is less well understood. This paper aims to understand what role the broader range of emotions, including compassion and shame, experienced by healthcare professionals following patient safety incidents (PSI) play in the subsequent enactment of prosocial voice, a positive and other-oriented form of communication. Design/methodology/approach: This study is based on data from a single English NHS hospital: interviews with healthcare professionals involved in PSIs (N = 40), observations at quality and risk committees and meetings (N = 26 h) and review of investigative documents (N = 33). Three recent PSIs were selected for cross-case analysis based upon organisational theory related to professional hierarchy, employee voice and literature on emotions. Findings: Among three cases, the authors found variance in context, emotional experience and voice behaviour. Where professionals feared blame and repercussion, voice was defensive. Meanwhile where they experienced shame and compassion, prosocial voice was enacted to protect patients. Practical implications: Healthcare organisations seeking to foster prosocial voice should: (1) be more considerate of professionals' emotional experiences post-PSI and ensure adequate support for recovery (2) establish norms for professionals to share their struggles with others (3) reward professionals who demonstrate caring behaviour (4) buffer professionals from workplace pressures. Originality/value: The authors’ study highlights how emotional experiences, such as shame and compassion, can mediate blame and defensiveness and lead to the enactment of prosocial voice in the professional hierarchy.

KW - Compassion

KW - Patient safety

KW - Professional hierarchy

KW - Prosocial voice

KW - Shame

UR - http://www.scopus.com/inward/record.url?scp=85149153133&partnerID=8YFLogxK

U2 - 10.1108/JHOM-01-2022-0027

DO - 10.1108/JHOM-01-2022-0027

M3 - Article

C2 - 36854629

AN - SCOPUS:85149153133

SN - 1477-7266

VL - 37

SP - 327

EP - 342

JO - Journal of Health Organization and Management

JF - Journal of Health Organization and Management

IS - 3

ER -