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Aim: This study aims to examine the level of emotional labor use by family physicians during the COVID-19 process and to determine the relationships between fear of COVID-19, use of emotional labor, and turnover intention. Method: The sample of the study consisted of 186 family physicians working in family health centers in Trabzon city center between 30.10.2021 and 30.11.2021. The data of the research were collected using the introductory information form, the fear of COVID-19, the emotional labor, and the intention to quit the job scale. Pearson correlation and regression analysis were used in the analysis of the data. Results: In the research findings, the use of emotional labor by family physicians (Mean=2,61, SD=0,56) was found to be moderate, while the level of fear of COVID-19 (Mean=2,31, SD=0,78) and intention to leave work (Mean=2,36, SD=1,34), was found to be low. It has been determined that family physicians tend to use "natural emotions" (Mean=4,22, SD=0,68) more while providing services to patients during the pandemic process. It has been determined that fear of COVID-19 positively affects surface acting and deep acting, while negatively affecting natural emotions. No significant relationship was found between the intention to leave the job and the fear of COVID-19 and emotional labor. Conclusion: The high level of emotional labor may cause more wear on health workers, and it may also be reflected in their emotional manifestations in their interactions with patients and their relatives in service delivery. Improvements to meet health professionals' needs and expectations can significantly contribute to service delivery quality. Receiving feedback from family physicians for the needs of the institution in this process and taking the necessary measures can provide significant improvements in the fight against possible epidemics. |
