The mediating role of trust in the manager in the effect of workload on work stress: Example of Sakarya 112 Emergency Health services

The workload is defined as the relative demand of the employee to fulfill the task requirements; it depends on the tasks performed in the healthcare delivery, the total time required to complete the tasks, and the care needs of the patients. On the other hand, job stress is an essential problem for both the employee and the organization; it can lead to boredom, burnout, and psychosomatic diseases and negatively affect the quality of life and health service delivery of employees. Trust in the manager is one of the most important issues of human relations, and the quality of the health worker's trust in his manager affects the behavior and performance of the health worker. In this context, the study aims to investigate the relationship and effect between workload, work stress, and trust in the manager in health services. The population of the study consists of Sakarya 112 Emergency Health Service employees. The quantitative research method was used in the study. The questionnaire method was preferred as a data collection tool. "Individual Workload Perception Scale", "General Job Stress Scale", "Organizational Trust Scale" and a questionnaire including socio-demographic characteristics were used as data collection tools. Descriptive statistical methods, correlation analysis, and SPSS Process Macro 4 Model regression analysis were used in the analysis of the data. According to the findings of the study, there is a positive relationship between the level of workload felt and the level of work stress, and a negative relationship between trusts in the manager; there is a negative relationship between trust in the manager and job stress. While the felt workload level affects work stress positively and trust in the manager negatively; there is no significant effect between trust in the manager and job stress. Trust in the manager does not have a mediating role in the effect of the felt workload level on work stress. As a result, it is seen that the workload perceptions and trust in the manager are effective in the work stress levels of 112 Emergency Health Service employees. It is necessary to determine the optimal workload for health workers and to consider fairness in the distribution of tasks. Workload and work stress levels of healthcare professionals should be evaluated regularly, and steps should be taken by institutions and managers to support the perception of a positive workload.