{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,29]],"date-time":"2026-10-29T02:44:43Z","timestamp":1793241883444,"version":"4.5.0"},"reference-count":78,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2023,6,20]],"date-time":"2023-06-20T00:00:00Z","timestamp":1687219200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2023,6,20]],"date-time":"2023-06-20T00:00:00Z","timestamp":1687219200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["BMC Health Serv Res"],"abstract":"<jats:title>Abstract<\/jats:title>\n                  <jats:sec>\n                    <jats:title>Background<\/jats:title>\n                    <jats:p>Workplace violence against medical staff in China is a widespread problem that has negative impacts on medical service delivery. The study aimed to contribute to the prevention of workplace violence against medical staff in China by identifying patterns of workplace violence, key risk factors, and the interplay of risk factors that result in workplace violence.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Methods<\/jats:title>\n                    <jats:p>Ninety-seven publicly reported Chinese healthcare violent incidents from late 2013 to 2017 were retrospectively collected from the internet and analysed using content analysis. A modified socio-ecological model guided analysis of the violent incidents focusing on risk.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Results<\/jats:title>\n                    <jats:p>Physical violence, yinao, or a combination of physical and verbal violence were the typical forms of violence reported. The findings identified risk at all levels. Individual level risk factors included service users\u2019 unreasonable expectations, limited health literacy, mistrust towards medical staff, and inadequacy of medical staff\u2019s communication during the medical encounter. Organisational level risk factors under the purview of hospital management included problems with job design and service provision system, inadequacies with environmental design, security measures, and violence response mechanisms within hospitals. Societal level risk factors included lack of established medical dispute-handling mechanisms, problems in legislation, lack of trust and basic health literacy among service users. Situational level risks were contingent on risk factors on the other levels: individual, organisational, and societal.<\/jats:p>\n                  <\/jats:sec>\n                  <jats:sec>\n                    <jats:title>Conclusions<\/jats:title>\n                    <jats:p>Interventions at individual, situational, organisational, and societal levels are needed to systematically address workplace violence against medical staff in China. Specifically, improving health literacy can empower patients, increase trust in medical staff and lead to more positive user experiences. Organizational-level interventions include improving human resource management and service delivery systems, as well as providing training on de-escalation and violence response for medical staff. Addressing risks at the societal level through legislative changes and health reforms is also necessary to ensure medical staff safety and improve medical care in China.<\/jats:p>\n                  <\/jats:sec>","DOI":"10.1186\/s12913-023-09577-3","type":"journal-article","created":{"date-parts":[[2023,6,20]],"date-time":"2023-06-20T09:02:29Z","timestamp":1687251749000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":25,"title":["Understanding workplace violence against medical staff in China: a retrospective review of publicly available reports"],"prefix":"10.1186","volume":"23","author":[{"given":"Yumei","family":"He","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Eleanor","family":"Holroyd","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jane","family":"Koziol-McLain","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2023,6,20]]},"reference":[{"issue":"6","key":"9577_CR1","doi-asserted-by":"publisher","first-page":"330","DOI":"10.1080\/19338244.2015.1128874","volume":"71","author":"S Chen","year":"2016","unstructured":"Chen S, et al. Workplace violence and its effect on burnout and turnover attempt among chinese medical staff. Arch Environ Occup Health. 2016;71(6):330\u20137.","journal-title":"Arch Environ Occup Health"},{"key":"9577_CR2","unstructured":"Association CMD. Report on the working condition of Chinese medical practitioners. 2015."},{"issue":"7","key":"9577_CR3","doi-asserted-by":"publisher","first-page":"e103242","DOI":"10.1371\/journal.pone.0103242","volume":"9","author":"Y Gong","year":"2014","unstructured":"Gong Y, et al. Prevalence of anxiety and depressive symptoms and related risk factors among physicians in China: a cross-sectional study. PLoS ONE. 2014;9(7):e103242.","journal-title":"PLoS ONE"},{"issue":"3","key":"9577_CR4","doi-asserted-by":"publisher","first-page":"e006719","DOI":"10.1136\/bmjopen-2014-006719","volume":"5","author":"M Jiao","year":"2015","unstructured":"Jiao M, et al. Workplace violence against nurses in chinese hospitals: a cross-sectional survey. BMJ open. 2015;5(3):e006719.","journal-title":"BMJ open"},{"issue":"9","key":"9577_CR5","doi-asserted-by":"publisher","first-page":"e031513","DOI":"10.1136\/bmjopen-2019-031513","volume":"9","author":"SZ Yang","year":"2019","unstructured":"Yang SZ, et al. Workplace violence and its aftermath in China\u2019s health sector: implications from a cross-sectional survey across three tiers of the health system. BMJ open. 2019;9(9):e031513\u20133.","journal-title":"BMJ open"},{"key":"9577_CR6","unstructured":"[DXY] DXY. Notes on serious patient-doctor violent incidents in recent years in mainland China [in Chinese]. China; 2012."},{"issue":"2","key":"9577_CR7","doi-asserted-by":"publisher","first-page":"338","DOI":"10.1111\/jan.12494","volume":"71","author":"JE Arnetz","year":"2015","unstructured":"Arnetz JE, et al. Understanding patient-to-worker violence in hospitals: a qualitative analysis of documented incident reports. J Adv Nurs. 2015;71(2):338\u201348.","journal-title":"J Adv Nurs"},{"key":"9577_CR8","unstructured":"Cooper C, Swanson N. Workplace violence in the health sector State of the art. Geneva: Organizaci\u00f3n Internacional de Trabajo, Organizaci\u00f3n Mundial de la Salud. Consejo Internacional de Enfermeras Internacional de Servicios P\u00fablicos; 2002."},{"issue":"5","key":"9577_CR9","doi-asserted-by":"publisher","first-page":"554","DOI":"10.1016\/j.avb.2013.07.014","volume":"18","author":"D Hills","year":"2013","unstructured":"Hills D, Joyce C. A review of research on the prevalence, antecedents, consequences and prevention of workplace aggression in clinical medical practice. Aggress Violent Beh. 2013;18(5):554\u201369.","journal-title":"Aggress Violent Beh"},{"issue":"2","key":"9577_CR10","doi-asserted-by":"publisher","first-page":"277","DOI":"10.1590\/S1413-81232006000200007","volume":"11","author":"LL Dahlberg","year":"2006","unstructured":"Dahlberg LL, Krug EG. Violence a global public health problem. Ci\u00eancia & Sa\u00fade Coletiva. 2006;11(2):277\u201392.","journal-title":"Ci\u00eancia & Sa\u00fade Coletiva"},{"key":"9577_CR11","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1186\/s12889-020-08708-3","volume":"20","author":"Y Tian","year":"2020","unstructured":"Tian Y, et al. Workplace violence against hospital healthcare workers in China: a national WeChat-based survey. BMC Public Health. 2020;20:1\u20138.","journal-title":"BMC Public Health"},{"key":"9577_CR12","first-page":"e928393","volume":"27","author":"X Zhang","year":"2021","unstructured":"Zhang X, et al. Trends in workplace violence involving health care professionals in China from 2000 to 2020: a review. Med Sci Monitor: Int Med J Experimental Clin Res. 2021;27:e928393\u20131.","journal-title":"Med Sci Monitor: Int Med J Experimental Clin Res"},{"issue":"2","key":"9577_CR13","doi-asserted-by":"publisher","first-page":"111","DOI":"10.1007\/s10389-015-0658-7","volume":"23","author":"Y Pan","year":"2015","unstructured":"Pan Y, et al. To be or not to be a doctor, that is the question: a review of serious incidents of violence against doctors in China from 2003\u20132013. J Public Health. 2015;23(2):111\u20136.","journal-title":"J Public Health"},{"issue":"11","key":"9577_CR14","doi-asserted-by":"publisher","first-page":"e0142954","DOI":"10.1371\/journal.pone.0142954","volume":"10","author":"K Xing","year":"2015","unstructured":"Xing K, et al. Physical violence against general practitioners and nurses in chinese township hospitals: a cross-sectional survey. PLoS ONE. 2015;10(11):e0142954.","journal-title":"PLoS ONE"},{"key":"9577_CR15","volume-title":"Framework guidelines for addressing workplace violence in the health sector","author":"W ILO","year":"2002","unstructured":"ILO W, WHO P. Framework guidelines for addressing workplace violence in the health sector. Geneva: ILO; 2002."},{"issue":"1","key":"9577_CR16","doi-asserted-by":"publisher","first-page":"103","DOI":"10.1186\/s12960-019-0440-y","volume":"17","author":"R Cai","year":"2019","unstructured":"Cai R, et al. Violence against health care workers in China, 2013\u20132016: evidence from the national judgment documents. Hum Resour Health. 2019;17(1):103.","journal-title":"Hum Resour Health"},{"issue":"2","key":"9577_CR17","doi-asserted-by":"publisher","first-page":"312","DOI":"10.1177\/0886260510362885","volume":"26","author":"W Cai","year":"2011","unstructured":"Cai W, et al. Antecedents of medical workplace violence in South China. J interpers Violence. 2011;26(2):312\u201327.","journal-title":"J interpers Violence"},{"issue":"11","key":"9577_CR18","doi-asserted-by":"publisher","first-page":"1000","DOI":"10.1002\/ajim.22097","volume":"55","author":"S Wu","year":"2012","unstructured":"Wu S, et al. Workplace violence and influencing factors among medical professionals in China. Am J Ind Med. 2012;55(11):1000\u20138.","journal-title":"Am J Ind Med"},{"issue":"8","key":"9577_CR19","doi-asserted-by":"publisher","first-page":"693","DOI":"10.1097\/JOM.0000000000001345","volume":"60","author":"J Arnetz","year":"2018","unstructured":"Arnetz J, et al. Organizational determinants of Workplace Violence Against Hospital Workers. J Occup Environ Med. 2018;60(8):693\u20139.","journal-title":"J Occup Environ Med"},{"issue":"4","key":"9577_CR20","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1108\/17596591111187710","volume":"3","author":"B Bowen","year":"2011","unstructured":"Bowen B, Privitera MR, Bowie V. Reducing workplace violence by creating healthy workplace environments. J Aggress Confl Peace Res. 2011;3(4):185\u201398.","journal-title":"J Aggress Confl Peace Res"},{"key":"9577_CR21","unstructured":"Chappell D, Di Martino V. Violence at work. Geneva, Switzerland: 8. ILO; 1998."},{"issue":"4","key":"9577_CR22","doi-asserted-by":"publisher","first-page":"839","DOI":"10.1016\/j.apergo.2013.10.016","volume":"45","author":"TA Bentley","year":"2014","unstructured":"Bentley TA, et al. Understanding workplace violence: the value of a systems perspective. Appl Ergon. 2014;45(4):839\u201348.","journal-title":"Appl Ergon"},{"key":"9577_CR23","unstructured":"Di Martino V. Relationship of work stress and workplace violence in the health sector Joint Programme on Workplace Violence in the Health Sector: Geneva, 2003: p.\u00a01\u201338."},{"issue":"8","key":"9577_CR24","doi-asserted-by":"publisher","first-page":"905","DOI":"10.1007\/s00420-010-0508-4","volume":"83","author":"JN Wang","year":"2010","unstructured":"Wang JN, et al. Prevalence and associated factors of depressive symptoms among chinese doctors: a cross-sectional survey. Int Arch Occup Environ Health. 2010;83(8):905\u201311.","journal-title":"Int Arch Occup Environ Health"},{"issue":"6","key":"9577_CR25","doi-asserted-by":"publisher","first-page":"6801","DOI":"10.3390\/ijerph120606801","volume":"12","author":"H Liu","year":"2015","unstructured":"Liu H, et al. Extent, nature, and risk factors of workplace violence in public tertiary hospitals in China: a cross-sectional survey. Int J Environ Res Public Health. 2015;12(6):6801\u201317.","journal-title":"Int J Environ Res Public Health"},{"issue":"10","key":"9577_CR26","doi-asserted-by":"publisher","first-page":"e008221","DOI":"10.1136\/bmjopen-2015-008221","volume":"5","author":"JD Tucker","year":"2015","unstructured":"Tucker JD, et al. Patient\u2013physician mistrust and violence against physicians in Guangdong Province, China: a qualitative study. BMJ open. 2015;5(10):e008221.","journal-title":"BMJ open"},{"issue":"1","key":"9577_CR27","doi-asserted-by":"publisher","first-page":"56","DOI":"10.1111\/dewb.12169","volume":"18","author":"JB Nie","year":"2018","unstructured":"Nie JB, et al. The crisis of patient-physician trust and bioethics: lessons and inspirations from China. Dev World Bioeth. 2018;18(1):56\u201364.","journal-title":"Dev World Bioeth"},{"key":"9577_CR28","doi-asserted-by":"crossref","unstructured":"Hsiao WC, Liu Y. Economic reform and health\u2014lessons from China. Mass Medical Soc; 1996. pp. 430\u20132.","DOI":"10.1056\/NEJM199608083350611"},{"issue":"12","key":"9577_CR29","doi-asserted-by":"publisher","first-page":"e006431","DOI":"10.1136\/bmjopen-2014-006431","volume":"4","author":"D Wu","year":"2014","unstructured":"Wu D, et al. Health system reforms, violence against doctors and job satisfaction in the medical profession: a cross-sectional survey in Zhejiang Province, Eastern China. BMJ open. 2014;4(12):e006431.","journal-title":"BMJ open"},{"issue":"8","key":"9577_CR30","doi-asserted-by":"publisher","first-page":"e005131","DOI":"10.1136\/bmjopen-2014-005131","volume":"4","author":"Y Jiang","year":"2014","unstructured":"Jiang Y, et al. Managing patient complaints in China: a qualitative study in Shanghai. BMJ open. 2014;4(8):e005131.","journal-title":"BMJ open"},{"issue":"4","key":"9577_CR31","doi-asserted-by":"publisher","first-page":"359","DOI":"10.1017\/S1744133116000128","volume":"11","author":"AJ He","year":"2016","unstructured":"He AJ, Qian J. Explaining medical disputes in chinese public hospitals: the doctor\u2013patient relationship and its implications for health policy reforms. Health Econ Policy Law. 2016;11(4):359\u201378.","journal-title":"Health Econ Policy Law"},{"key":"9577_CR32","doi-asserted-by":"crossref","unstructured":"Reason J. The human contribution: unsafe acts, accidents and heroic recoveries. CRC Press; 2017.","DOI":"10.1201\/9781315239125"},{"issue":"3","key":"9577_CR33","doi-asserted-by":"publisher","first-page":"358","DOI":"10.1016\/j.hlpt.2017.05.002","volume":"6","author":"M Zhou","year":"2017","unstructured":"Zhou M, et al. Changing of China\u05f3 s health policy and doctor\u2013patient relationship: 1949\u20132016. Health policy and technology. 2017;6(3):358\u201367.","journal-title":"Health policy and technology"},{"issue":"7","key":"9577_CR34","doi-asserted-by":"publisher","first-page":"e016290","DOI":"10.1136\/bmjopen-2017-016290","volume":"7","author":"C Zhou","year":"2017","unstructured":"Zhou C, et al. Study on factors inducing workplace violence in chinese hospitals based on the broken window theory: a cross-sectional study. BMJ open. 2017;7(7):e016290.","journal-title":"BMJ open"},{"key":"9577_CR35","doi-asserted-by":"crossref","unstructured":"Mayring P. Qualitative content analysis: theoretical foundation, basic procedures and software solution 2014.","DOI":"10.1007\/978-94-017-9181-6_13"},{"key":"9577_CR36","doi-asserted-by":"crossref","unstructured":"Reips U-D. Using the Internet to collect data 2012.","DOI":"10.1037\/13620-017"},{"issue":"5","key":"9577_CR37","doi-asserted-by":"publisher","first-page":"706","DOI":"10.1177\/104973201129119398","volume":"11","author":"KM Robinson","year":"2001","unstructured":"Robinson KM. Unsolicited narratives from the internet: a rich source of qualitative data. Qual Health Res. 2001;11(5):706\u201314.","journal-title":"Qual Health Res"},{"key":"9577_CR38","unstructured":"Mayring P. Qualitative content analysis Forum Qualitative Social Research (online Journal, 2000 June. 1(2)."},{"key":"9577_CR39","unstructured":"He YM. Workplace violence against medical staff in China: contextual factors and interventions submitted to Auckland University of Technology 2021, Auckland University of Technology.: Auckland."},{"issue":"10","key":"9577_CR40","doi-asserted-by":"publisher","first-page":"1576","DOI":"10.1080\/00140130802238630","volume":"51","author":"D Tappin","year":"2008","unstructured":"Tappin D, Bentley T, Vitalis A. The role of contextual factors for musculoskeletal disorders in the New Zealand meat processing industry. Ergonomics. 2008;51(10):1576\u201393.","journal-title":"Ergonomics"},{"issue":"2","key":"9577_CR41","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1177\/016146817607800201","volume":"78","author":"U Bronfenbrenner","year":"1976","unstructured":"Bronfenbrenner U. The experimental ecology of education. Teachers Coll Record. 1976;78(2):1\u201337.","journal-title":"Teachers Coll Record"},{"issue":"46","key":"9577_CR42","first-page":"568","volume":"3","author":"U Bronfenbrenner","year":"1993","unstructured":"Bronfenbrenner U. The ecology of cognitive development: research models and fugitive findings. Dev context: Act Think Specif Environ. 1993;3(46):568\u201386.","journal-title":"Dev context: Act Think Specif Environ"},{"key":"9577_CR43","doi-asserted-by":"crossref","unstructured":"Bronfenbrenner U. Environments in developmental perspective: Theoretical and operational models 1999.","DOI":"10.1037\/10317-001"},{"issue":"3\u20134","key":"9577_CR44","doi-asserted-by":"publisher","first-page":"203","DOI":"10.1080\/15427600701663023","volume":"4","author":"N Darling","year":"2007","unstructured":"Darling N. Ecological systems theory: the person in the center of the circles. Res Hum Dev. 2007;4(3\u20134):203\u201317.","journal-title":"Res Hum Dev"},{"issue":"4","key":"9577_CR45","doi-asserted-by":"publisher","first-page":"243","DOI":"10.1111\/jftr.12022","volume":"5","author":"EM Rosa","year":"2013","unstructured":"Rosa EM, Tudge J. Urie Bronfenbrenner\u2019s theory of human development: its evolution from ecology to bioecology. J family theory Rev. 2013;5(4):243\u201358.","journal-title":"J family theory Rev"},{"issue":"4","key":"9577_CR46","doi-asserted-by":"publisher","first-page":"198","DOI":"10.1111\/j.1756-2589.2009.00026.x","volume":"1","author":"JR Tudge","year":"2009","unstructured":"Tudge JR, et al. Uses and misuses of Bronfenbrenner\u2019s bioecological theory of human development. J family theory Rev. 2009;1(4):198\u2013210.","journal-title":"J family theory Rev"},{"key":"9577_CR47","unstructured":"Curbow B, WHO. Origins of violence at work Cooper, C.: Violence in the health sector, ILO\/WHO report (Geneva, ILO, 2001), 2002."},{"key":"9577_CR48","unstructured":"Di Martino V. Workplace violence in the health sector: country case studies Synthesis Report, International Labour Organisation\/International Council of Nurses, World Health Organisation & Public Services Internationale Joint Programme, Geneva, 2002."},{"issue":"1","key":"9577_CR49","first-page":"40","volume":"3","author":"A Nassauer","year":"2022","unstructured":"Nassauer A. Situation, context, and causality\u2014On a core debate of violence research. Violence: An International Journal. 2022;3(1):40\u201364.","journal-title":"Violence: An International Journal"},{"issue":"3","key":"9577_CR50","doi-asserted-by":"publisher","first-page":"287","DOI":"10.1037\/vio0000188","volume":"8","author":"B Bowman","year":"2018","unstructured":"Bowman B, Whitehead KA, Raymond G. Situational factors and mechanisms in pathways to violence. Psychol violence. 2018;8(3):287.","journal-title":"Psychol violence"},{"issue":"3","key":"9577_CR51","doi-asserted-by":"publisher","first-page":"305","DOI":"10.1037\/vio0000178","volume":"8","author":"I Bramsen","year":"2018","unstructured":"Bramsen I. How violence happens (or not): situational conditions of violence and nonviolence in Bahrain, Tunisia, and Syria. Psychol Violence. 2018;8(3):305.","journal-title":"Psychol Violence"},{"issue":"2","key":"9577_CR52","doi-asserted-by":"publisher","first-page":"e0171684","DOI":"10.1371\/journal.pone.0171684","volume":"12","author":"Y Bao","year":"2017","unstructured":"Bao Y, et al. Patient experience with outpatient encounters at public hospitals in Shanghai: examining different aspects of physician services and implications of overcrowding. PLoS ONE. 2017;12(2):e0171684.","journal-title":"PLoS ONE"},{"issue":"2","key":"9577_CR53","first-page":"213","volume":"29","author":"J Sun","year":"2017","unstructured":"Sun J, et al. Consumer satisfaction with tertiary healthcare in China: findings from the 2015 China National Patient Survey. Int J Qual Health Care. 2017;29(2):213\u201321.","journal-title":"Int J Qual Health Care"},{"key":"9577_CR54","unstructured":"Rathert C, May DR. Person-centered work environments, psychological safety, and positive affect in healthcare: a theoretical framework Organizational ethics: healthcare, business, and policy. Volume 4. OE; 2008. pp. 109\u201325. 2."},{"issue":"4","key":"9577_CR55","doi-asserted-by":"publisher","first-page":"351","DOI":"10.1177\/1077558712465774","volume":"70","author":"C Rathert","year":"2013","unstructured":"Rathert C, Wyrwich MD, Boren SA. Patient-centered care and outcomes: a systematic review of the literature. Med Care Res Rev. 2013;70(4):351\u201379.","journal-title":"Med Care Res Rev"},{"issue":"5","key":"9577_CR56","doi-asserted-by":"publisher","first-page":"e107","DOI":"10.1016\/j.wneu.2011.10.016","volume":"80","author":"DL Barrow","year":"2011","unstructured":"Barrow DL. Communication skills in the physician-patient relationship. World Neurosurg. 2011;80(5):e107\u20138.","journal-title":"World Neurosurg"},{"issue":"1","key":"9577_CR57","doi-asserted-by":"publisher","first-page":"67","DOI":"10.1111\/medu.12369","volume":"48","author":"WT Branch Jr","year":"2014","unstructured":"Branch WT Jr. Treating the whole patient: passing time-honoured skills for building doctor\u2013patient relationships on to generations of doctors. Med Educ. 2014;48(1):67\u201374.","journal-title":"Med Educ"},{"key":"9577_CR58","doi-asserted-by":"crossref","first-page":"004695801879083","DOI":"10.1177\/0046958018790831","volume":"55","author":"S Deng","year":"2018","unstructured":"Deng S, et al. Doctors\u2019 job satisfaction and its relationships with doctor-patient relationship and work-family conflict in China: a structural equation modeling. INQUIRY: The Journal of Health Care Organization Provision and Financing. 2018;55:0046958018790831.","journal-title":"INQUIRY: The Journal of Health Care Organization Provision and Financing"},{"issue":"5","key":"9577_CR59","doi-asserted-by":"publisher","first-page":"536","DOI":"10.1016\/j.bjoms.2016.02.022","volume":"54","author":"E Dimovska","year":"2016","unstructured":"Dimovska E, Sharma S, Trebble T. Evaluation of patients\u2019 attitudes to their care during oral and maxillofacial surgical outpatient consultations: the importance of waiting times and quality of interaction between patient and doctor. Br J Oral Maxillofac Surg. 2016;54(5):536\u201341.","journal-title":"Br J Oral Maxillofac Surg"},{"issue":"1","key":"9577_CR60","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1016\/j.pec.2014.09.012","volume":"98","author":"X Liu","year":"2015","unstructured":"Liu X, et al. Doctor\u2013patient communication skills training in mainland China: a systematic review of the literature. Patient Educ Couns. 2015;98(1):3\u201314.","journal-title":"Patient Educ Couns"},{"issue":"3","key":"9577_CR61","doi-asserted-by":"publisher","first-page":"369","DOI":"10.1016\/j.pec.2011.01.028","volume":"85","author":"J Jagosh","year":"2011","unstructured":"Jagosh J, et al. The importance of physician listening from the patients\u2019 perspective: enhancing diagnosis, healing, and the doctor\u2013patient relationship. Patient Educ Couns. 2011;85(3):369\u201374.","journal-title":"Patient Educ Couns"},{"key":"9577_CR62","doi-asserted-by":"crossref","unstructured":"Kenny DA, et al. Interpersonal perception in the context of doctor\u2013patient relationships: a dyadic analysis of doctor\u2013patient communication. Volume 70. Social science & medicine; 2010. pp. 763\u20138. 5.","DOI":"10.1016\/j.socscimed.2009.10.065"},{"issue":"3","key":"9577_CR63","doi-asserted-by":"publisher","first-page":"385","DOI":"10.4300\/JGME-D-13-00072.1","volume":"5","author":"A King","year":"2013","unstructured":"King A, Hoppe RB. Best practice\u201d for patient-centered communication: a narrative review. J graduate Med Educ. 2013;5(3):385\u201393.","journal-title":"J graduate Med Educ"},{"issue":"3","key":"9577_CR64","doi-asserted-by":"publisher","first-page":"252","DOI":"10.1080\/19371918.2013.776416","volume":"29","author":"J Matusitz","year":"2014","unstructured":"Matusitz J, Spear J. Effective doctor\u2013patient communication: an updated examination. Social work in public health. 2014;29(3):252\u201366.","journal-title":"Social work in public health"},{"key":"9577_CR65","doi-asserted-by":"crossref","unstructured":"Petrocchi S, et al. Interpersonal trust in doctor-patient relation: evidence from dyadic analysis and association with quality of dyadic communication. Volume 235. Social science & medicine; 2019. p. 112391.","DOI":"10.1016\/j.socscimed.2019.112391"},{"issue":"2","key":"9577_CR66","doi-asserted-by":"publisher","first-page":"83","DOI":"10.1016\/j.main.2012.01.005","volume":"31","author":"ND Hamelin","year":"2012","unstructured":"Hamelin ND, et al. Evaluation of factors influencing confidence and trust in the patient-physician relationship: a survey of patient in a hand clinic. Chirurgie de la main. 2012;31(2):83\u201390.","journal-title":"Chirurgie de la main"},{"issue":"6","key":"9577_CR67","doi-asserted-by":"publisher","first-page":"838","DOI":"10.1177\/0093650215626983","volume":"46","author":"SM Jones","year":"2019","unstructured":"Jones SM, Bodie GD, Hughes SD. The impact of mindfulness on empathy, active listening, and perceived provisions of emotional support. Communication Res. 2019;46(6):838\u201365.","journal-title":"Communication Res"},{"key":"9577_CR68","doi-asserted-by":"crossref","unstructured":"Geoffrion S et al. Education and training for preventing and minimizing workplace aggression directed toward healthcare workers. Cochrane database of systematic reviews, 2020(9).","DOI":"10.1002\/14651858.CD011860.pub2"},{"issue":"2","key":"9577_CR69","doi-asserted-by":"publisher","first-page":"7","DOI":"10.1111\/j.1945-1474.2010.00094.x","volume":"33","author":"KB Wright","year":"2011","unstructured":"Wright KB. A communication competence approach to healthcare worker conflict, job stress, job burnout, and job satisfaction. J Healthc Qual. 2011;33(2):7\u201314.","journal-title":"J Healthc Qual"},{"issue":"3","key":"9577_CR70","doi-asserted-by":"publisher","first-page":"323","DOI":"10.1016\/j.pec.2008.12.007","volume":"74","author":"A Finset","year":"2009","unstructured":"Finset A, Mjaaland TA. The medical consultation viewed as a value chain: a neurobehavioral approach to emotion regulation in doctor\u2013patient interaction. Patient Educ Couns. 2009;74(3):323\u201330.","journal-title":"Patient Educ Couns"},{"issue":"11","key":"9577_CR71","doi-asserted-by":"publisher","first-page":"2141","DOI":"10.1016\/j.pec.2017.06.006","volume":"100","author":"T Lundeby","year":"2017","unstructured":"Lundeby T, et al. Emotions in communication skills training \u2013 experiences from general practice to Porsche maintenance. Patient Educ Couns. 2017;100(11):2141\u20133.","journal-title":"Patient Educ Couns"},{"issue":"1","key":"9577_CR72","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1097\/00004010-200701000-00002","volume":"32","author":"C Rathert","year":"2007","unstructured":"Rathert C, May DR. Health care work environments, employee satisfaction, and patient safety: care provider perspectives. Health Care Manage Rev. 2007;32(1):2\u201311.","journal-title":"Health Care Manage Rev"},{"issue":"4","key":"9577_CR73","doi-asserted-by":"publisher","first-page":"349","DOI":"10.1093\/heapro\/13.4.349","volume":"13","author":"D Nutbeam","year":"1998","unstructured":"Nutbeam D, Kickbusch I. Health promotion glossary. Health Promot Int. 1998;13(4):349\u201364.","journal-title":"Health Promot Int"},{"issue":"1","key":"9577_CR74","doi-asserted-by":"publisher","first-page":"4","DOI":"10.1016\/j.pec.2012.09.006","volume":"90","author":"PJ Schulz","year":"2013","unstructured":"Schulz PJ, Nakamoto K. Health literacy and patient empowerment in health communication: the importance of separating conjoined twins. Patient Educ Couns. 2013;90(1):4\u201311.","journal-title":"Patient Educ Couns"},{"issue":"12","key":"9577_CR75","doi-asserted-by":"publisher","first-page":"1550","DOI":"10.1016\/j.pec.2015.06.019","volume":"98","author":"G Gabay","year":"2015","unstructured":"Gabay G. Perceived control over health, communication and patient\u2013physician trust. Patient Educ Couns. 2015;98(12):1550\u20137.","journal-title":"Patient Educ Couns"},{"issue":"10063","key":"9577_CR76","doi-asserted-by":"publisher","first-page":"2991","DOI":"10.1016\/S0140-6736(16)32521-1","volume":"388","author":"Z Lyu","year":"2016","unstructured":"Lyu Z, et al. Patient\u2013physician trust in China: health education for the public. The Lancet. 2016;388(10063):2991.","journal-title":"The Lancet"},{"issue":"4","key":"9577_CR77","doi-asserted-by":"publisher","first-page":"334","DOI":"10.1016\/j.gerinurse.2016.12.003","volume":"38","author":"S MacLeod","year":"2017","unstructured":"MacLeod S, et al. The impact of inadequate health literacy on patient satisfaction, healthcare utilization, and expenditures among older adults. Geriatr Nurs. 2017;38(4):334\u201341.","journal-title":"Geriatr Nurs"},{"key":"9577_CR78","doi-asserted-by":"publisher","first-page":"viii632","DOI":"10.1093\/annonc\/mdy300.094","volume":"29","author":"K McIntyre","year":"2018","unstructured":"McIntyre K, et al. Group pre-chemotherapy education: improving patient experience through education and empowerment. Ann Oncol. 2018;29:viii632.","journal-title":"Ann Oncol"}],"container-title":["BMC Health Services Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/s12913-023-09577-3.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1186\/s12913-023-09577-3\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1186\/s12913-023-09577-3.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,6,20]],"date-time":"2023-06-20T09:10:47Z","timestamp":1687252247000},"score":1,"resource":{"primary":{"URL":"https:\/\/bmchealthservres.biomedcentral.com\/articles\/10.1186\/s12913-023-09577-3"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,6,20]]},"references-count":78,"journal-issue":{"issue":"1","published-online":{"date-parts":[[2023,12]]}},"alternative-id":["9577"],"URL":"https:\/\/doi.org\/10.1186\/s12913-023-09577-3","relation":{},"ISSN":["1472-6963"],"issn-type":[{"value":"1472-6963","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,6,20]]},"assertion":[{"value":"5 November 2022","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"18 May 2023","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"20 June 2023","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"Not applicable.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval and consent to participate"}},{"value":"Not applicable.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Consent for publication"}},{"value":"The authors declare that they have no competing interests.","order":4,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}],"article-number":"660"}}