Causes and Effects of Burnout Experienced by Insurance Review Nurses: Focus Group Interview

Purpose: The aim of this study was to explore the causes and effects of burnout experienced by insurance review nurses working in hospitals. Methods: Data were collected from April to May, 2021, using focus group interviews. The study enrolled 19 insurance review nurses with at least one year of experience. Data were analyzed using the content analysis method. Results: Causes of burnout were divided into three categories: eight subcategories (feeling of insufficient competence in an insurance review, closed mind in a limited working space, incompetency from other departments, harsh words and deeds that exclude me, insurance cuts controlling my work performance, cloudy mind chased by the billing date, ineffective hospital information systems, and question with no answer) and 23 causes. The impact of burnout was divided into three categories: six subcategories (experiencing mental and physical symptoms, projecting one’s feelings into family or neglecting them, withdrawing myself, wearing a mask, decreased work performance, and desiring to leave one’s work), and 14 concepts. Conclusion: This study provides basic data for strategy development to prevent and solve burnout problems among insurance review nurses. It is important to develop programs and policies to solve the burnout problem of insurance review nurses in the future.