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Waiting: A Source of Hostile Interaction in an Emergency Clinic

Åkerström, Malin LU (1997) In Qualitative Health Research 7(4). p.504-520
Abstract
In a study of a Swedish emergency clinic, it was found that patients' waiting produced different forms of hostile interaction between staff members and patients. A patient's hostility was interpreted as being not only a result of waiting per se but also-and predominantly-due to some features inherent in the relevant situation: the semiotics of space and the organization of waiting. Emotional and interactional responses to patient hostility included invoking counter moralities, adopting a certain style of interaction, and performing minor acts of revenge. The former are analyzed as expressions of veiled hostility, whereas descriptions of acts of revenge indicate the moral boundaries of proper nursing work. In such work, hostile expressivity... (More)
In a study of a Swedish emergency clinic, it was found that patients' waiting produced different forms of hostile interaction between staff members and patients. A patient's hostility was interpreted as being not only a result of waiting per se but also-and predominantly-due to some features inherent in the relevant situation: the semiotics of space and the organization of waiting. Emotional and interactional responses to patient hostility included invoking counter moralities, adopting a certain style of interaction, and performing minor acts of revenge. The former are analyzed as expressions of veiled hostility, whereas descriptions of acts of revenge indicate the moral boundaries of proper nursing work. In such work, hostile expressivity is characteristically restrained and resentment must be veiled; consequently, Scheler's analysis of ressentiment is applied. (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
patients, waiting, sociology, hostile interaction, staff, sociologi
in
Qualitative Health Research
volume
7
issue
4
pages
504 - 520
publisher
SAGE Publications
external identifiers
  • scopus:0005524492
ISSN
1049-7323
DOI
10.1177/104973239700700405
language
English
LU publication?
yes
id
e64ab007-a626-411d-9079-0cc6e35058a3 (old id 698940)
date added to LUP
2008-01-25 13:08:55
date last changed
2017-07-30 04:28:53
@article{e64ab007-a626-411d-9079-0cc6e35058a3,
  abstract     = {In a study of a Swedish emergency clinic, it was found that patients' waiting produced different forms of hostile interaction between staff members and patients. A patient's hostility was interpreted as being not only a result of waiting per se but also-and predominantly-due to some features inherent in the relevant situation: the semiotics of space and the organization of waiting. Emotional and interactional responses to patient hostility included invoking counter moralities, adopting a certain style of interaction, and performing minor acts of revenge. The former are analyzed as expressions of veiled hostility, whereas descriptions of acts of revenge indicate the moral boundaries of proper nursing work. In such work, hostile expressivity is characteristically restrained and resentment must be veiled; consequently, Scheler's analysis of ressentiment is applied.},
  author       = {Åkerström, Malin},
  issn         = {1049-7323},
  keyword      = {patients,waiting,sociology,hostile interaction,staff,sociologi},
  language     = {eng},
  number       = {4},
  pages        = {504--520},
  publisher    = {SAGE Publications},
  series       = {Qualitative Health Research},
  title        = {Waiting: A Source of Hostile Interaction in an Emergency Clinic},
  url          = {http://dx.doi.org/10.1177/104973239700700405},
  volume       = {7},
  year         = {1997},
}