Statement of the Problem on relationship between burnout and emotional intelligence among
healthcare workers in Kenyatta national hospital in Kenya
There is paucity of journals and research articles on the relationship between burnout and emotional
intelligence in Kenya or in the sub-Saharan region. KNH, being the national referral hospital and
drop-in center for accident and emergencies, the HCW in the frontline emergency departments are
exposed to elements of burnout. A previous study on burnout among 345 doctors and nurses at KNH
reported a 95% prevalence rate of burnout syndrome (Kokonya et al., 2014). It has been established
that burnout is associated with poor patient health outcomes. Clinicians with burnout are apathetic
and lack empathy (Bentley, Kaplan, & Mokonogho, 2018; Lu, Dresden, McCloskey, Branzetti, &
Gisondi, 2015; Montgomery, 2014; Smeds et al., 2020). Moreover, Raudenská et al. (2020) has
already found high levels of burnout in China during the coronavirus disease 2019 (COVID-19)
pandemic. It was therefore anticipated that the HCW would experience burnout during the COVID-
19 pandemic in Kenya. Studies have shown that high emotional intelligence skills enhance health
professionals’ resilience and protection against burnout. No research had been carried out in
Kenyatta National Hospital on emotional intelligence before. The study therefore sought to identify
the current levels, and the relationship between burnout and emotional intelligence among HCW.
Maslach’s Multidimensional Theory of Burnout
“Burned-out” was a largely acceptable phrase in psychology and in the workplace but its
conceptualization draws back to Christina Maslach and Susan Jackson who established the
Maslach Burnout Inventory (MBI). The multidimensional theory is encoded in the Maslach
Burnout Inventory (Loera, Converso, & Viotti, 2014). The MBI has been revised to improve
consistency and reliability, the fourth edition released in 2018 has been abridged to 22 items.
The MBI which forms the multidimensional theory identifies burnout as a psychological state
exhibited by three (3) components namely, emotional exhaustion, depersonalization, and reduced
personal accomplishment due to chronic work-related stress (Chemali et al., 2019; Maslach,
1998). As outlined in Figure 1, burnout is a consequence of a mismatch between expectations on
employees and support provided, leading increased costs due to reduced employee productivity
(Năstasă & Fărcaş, 2015).
Figure 1 illustrates the relationship between the variables in the MBI model.
Lack of Resources
Characterized by diminished control, coping skills, social support,
skills use, autonomy, involvement in decision-making
Demands
Work overload and personal conflict
Burnout
Exhaustion Depersonalization
Diminished accomplishment
Costs
Diminished organizational commitment, Turnover & absenteeism, Physical illness
Figure 1 Maslach Multidimensional Facets of Burnout
Adopted from Maslach (1998)
Emotional exhaustion, a component of burnout is described as physical lethargy, emotional, and
cognitive fatigue. The individual losses energy as a result of overexertion at work and unrealistic
obligations and is therefore chronically drained. The effect of emotional exhaustion is
depersonalization typically characterized by disengagement and cynicism where the individual
exhibits negative attitude and disinterest towards work, and becomes impersonal towards
colleagues and clients (Dubale et al., 2019).
The final stage of burnout is lack of personal accomplishment at work. This is evidenced by
individual’s lack of professional developments, worthiness, or productiveness at work. The lack
of motivation leads to unsatisfactory work performance. The person is also doubtful of their
competence, constantly anxious and consequently colleagues begin to observe inefficiency in
them (Chemali et al., 2019; Maslach & Leiter, 2016).There are two main yet conflicting
criticisms of the MBI tool despite its extensive use. Critics have challenged the negatively
phrased statements for “emotional exhaustion” and “depersonalization” facets. On the other
hand, others have disparaged the inclusion of “personal accomplishment” in the inventory
because it presents a positive appraisal while the other facets of the MBI are presented from a
negative perspective (Maslach & Leiter, 2016).
Studies have predicted burnout in healthcare professionals (Dubale et al., 2019). Since HCWs are
continually exposed to heavy workload and unsatisfactory administrative support. Burnout in the
health sector can create a crisis and requires urgent interventions (Chemali et al., 2019).
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