in Lung Cancer,” Lung Cancer 18, no. 1 (1997): 1–20; and Lesley Fallowfield and Val A. Jenkins, “Communicating Sad, Bad, and Difficult News in Medicine,” Lancet 363, no. 9405 (2004): 312–19.

192

Meredith Mealer et al., “Increased Prevalence of Post-Traumatic Stress Disorder Symptoms in Critical Care Nurses,” American Journal of Respiratory and Critical Care Medicine 175, no. 7 (2007): 693–97.

193

Aynur Aytekin et al., “Burnout Levels in Neonatal Intensive Care Nurses and Its Effects on Their Quality of Life,” Australian Journal of Advanced Nursing 31, no. 2 (2013): 39; Nathalie Embriaco et al., “High Level of Burnout in Intensivists: Prevalence and Associated Factors,” American Journal of Respiratory and Critical Care Medicine 175, no. 7 (2007): 686–92; and Margot M. C. van Mol et al., “The Prevalence of Compassion Fatigue and Burnout Among Healthcare Professionals in Intensive Care Units: A Systematic Review,” PLoS One 10, no. 8 (2015): e0136955.

194

Kevin J. Corcoran, “Interpersonal Stress and Burnout: Unraveling the Role of Empathy,” Journal of Social Behavior and Personality 4, no. 1 (1989): 141–44; Carol A. Williams, “Empathy and Burnout in Male and Female Helping Professionals,” Research in Nursing and Health 12, no. 3 (1989): 169–78; and Colin P. West et al., “Association of Perceived Medical Errors with Resident Distress and Empathy: A Prospective Longitudinal Study,” JAMA 296, no. 9 (2006): 1071–78.

195

Студенты-медики: Matthew R. Thomas et al., “How Do Distress and Well-Being Relate to Medical Student Empathy? A Multicenter Study,” Journal of General Internal Medicine 22, no. 2 (2007): 177–83. Средний медицинский персонал: Paula Nunes et al., “A Study of Empathy Decline in Students from Five Health Disciplines During Their First Year of Training,” International Journal of Medical Education 2 (2011): 12–17.

196

Mohammadreza Hojat et al., “Physicians’ Empathy and Clinical Outcomes for Diabetic Patients,” Academic Medicine 86, no. 3 (2011): 359–64; and Sung Soo Kim et al., “The Effects of Physician Empathy on Patient Satisfaction and Compliance,” Evaluation and the Health Professions 27, no. 3 (2004): 237–51.

197

Например, среди социальных работников небывалая текучка: из некоторых организаций в год увольняется от 30 до 60%. Michàl. E. Mor Barak et al., “Antecedents to Retention and Turnover Among Child Welfare, Social Work, and Other Human Service Employees: A Review and Metanalysis,” Social Service Review 75, no. 4 (2001): 625–61; см. также Mercedes Braithwaite, “Nurse Burnout and Stress in the NICU,” Advances in Neonatal Care 8, no. 6 (2008): 343–47.

198

Melanie Neumann et al., “Empathy Decline and Its Reasons: A Systematic Review of Studies with Medical Students and Residents,” Academic Medicine 86, no. 8 (2011): 996–1009; and Mohammadreza Hojat et al., “The Devil Is in the Third Year: A Longitudinal Study of Erosion of Empathy in Medical School,” Academic Medicine 84, no. 9 (2009): 1182–91.

199

Rod Sloman et al., “Nurses’ Assessment of Pain in Surgical Patients,” Journal of Advanced Nursing 52, no. 2 (2005): 125–32; Lisa J. Staton et al., “When Race Matters: Disagreement in Pain Perception Between Patients and Their Physicians in Primary Care,” Journal of the National Medical Association 99, no. 5 (2007): 532.

У медиков также притупляется «зеркальная» активность при виде боли, см. Jean Decety et al., “Physicians Down-Regulate Their Pain Empathy Response: An Event-Related Brain Potential Study,” Neuroimage 50, no. 4 (2010): 1676–82.

200

Omar S. Haque and Adam Waytz, “Dehumanization in Medicine Causes, Solutions, and Functions,” Perspectives on Psychological Science 7, no. 2 (2012): 176–86; and Jeroеn Vaes and Martina Muratore, “Defensive Dehumanization in the Medical Practice: A Cross-Sectional Study from a Health Care Worker’s Perspective,” British Journal of Social Psychology 52, no. 1 (2013): 180–90.

201

Время приема: см. Greg Irving et al., “International Variations in Primary Care Physician Consultation Time: A Systematic Review of 67 Countries,” BMJ Open 7, no. 10 (2017): e017902; and Christine Sinsky et al., “Allocation of Physician Time in Ambulatory Practice: A Time and Motion Study in 4 Specialties,” Annals of Internal Medicine 165, no. 11 (2016): 753–60. Irving et al. report an average visit length of about twenty minutes in the United States, and Sinsky et al. estimate that about 50 percent of each visit is spent in conversation. Прерывания: M. Kim Marvel et al., “Soliciting the Patient’s Agenda: Have We Improved?” JAMA 281, no. 3 (1999): 283–87.

202

Tait D. Shanafelt et al., Changes in Burnout and Satisfaction with Work-Life Balance in Physicians and the General U. S. Working Population Between 2011 and 2014 (paper presented at the Mayo Clinic Proceedings, 2015).

203

Stacey A. Passalacqua and Chris Segrin, “The Effect of Resident Physician Stress, Burnout, and Empathy on Patient-Centered Communication During the Long-Call Shift,” Health Communication 27, no. 5 (2012): 449–56.

204

Michael Kearney et al., “Self-Care of Physicians Caring for Patients at the End of Life: ‘Being Connected… a Key to My Survival,’” JAMA 301, no. 11 (2009): 1155–64; and Sandra Sanchez-Reilly et al., “Caring for Oneself to Care for Others: Physicians and Their Self-Care,” Journal of Supportive Oncology 11, no. 2 (2013): 75–81.

205

Ted Bober and Cheryl Regehr, “Strategies for Reducing Secondary or Vicarious Trauma: Do They Work?” Brief Treatment and Crisis Intervention 6, no. 1 (2006): 1–9.

206

Richard Jenkins and Peter Elliott, “Stressors, Burnout and Social Support: Nurses in Acute Mental Health Settings,” Journal of Advanced Nursing 48, no. 6 (2004): 622–31.

207

Подробнее об истории Джози см. Erika Niedowski, “How Medical Errors Took a Little Girl’s Life,” Baltimore Sun, December 14, 2003.

208

Например, в больнице автоматизировали магистральную лекарственную пропись для минимизации человеческого фактора. Также ввели шаблонные списки для стандартных процедур, таких как установка внутривенного