Síndrome de Burnout no setor de teleagendamento: um estudo de caso sobre os efeitos na produtividade e qualidade do trabalho em uma organização de saúde em Goiânia

Abstract

The present work investigates the relationship between Burnout Syndrome in call center attendants in a hospital organization in the post-pandemic context. The Syndrome is characterized as a disease that affects workers, causing physical and mental exhaustion, subjecting them to situations of stress or frustration, resulting from chronic stress in the organizational environment. The research aims to understand Burnout Syndrome in telescheduling attendants, aiming to identify the incidence of cases, risk factors and consequences of Burnout Syndrome for organizations and individuals responsible for the workforce, in addition to proposing strategies to prevent and treat the syndrome, contributing to the promotion of mental health in the workplace. The study could be carried out through bibliographical research and a study carried out in a hospital organization in Goiânia, in the telescheduling sector, seeking through interviews and questionnaires to obtain the necessary information to answer the objectives of the study. The results obtained highlight the seriousness of burnout and the need to implement support measures in the workplace, promoting the mental health of employees, increasing productivity and job satisfaction.