Meanings of feelings experienced by workers attending to people in psychological crisis

A phenomenological study

Abstract

Objective: to understand the meanings of feelings experienced by workers attending to people in psychological crisis in an Alcohol and Drugs Psychosocial Care Center (CAPSad III). Method: a qualitative study based on Alfred Schutz's social phenomenology theoretical framework, in which 14 workers from a CAPSad III in Porto Alegre, state of Rio Grande do Sul, Brazil, were interviewed during January and February 2022. The used instrument consisted of a semistructured questionnaire with generating questions. The collected information was transcribed and subjected to phenomenological analysis, aiming to gather significant information. Results: two main categories emerged from the analysis, revealing workers' feelings and frustration regarding crisis care. It was evident that fear associated with the perceived dangerousness of mental illness is still present in workers' discourses. The need for protective mechanical restraint produces sadness and distress in the worker, in contrast to the joy and relief generated when the crisis is resolved through verbal management and bond establishment. Managing recurring crises poses a challenge for the team, associated with workers' feelings of inadequacy and overload. The main feelings of frustration are related to low family engagement, social problems that overshadow mental health care, and unmet expectations in the worker-user relationship. Conclusion: to understand these feelings, it is necessary to establish authentic therapeutic relationships between worker and user, aiming to address the crisis through verbal management and bonding