Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study
Abstract Background In Germany, general practices are usually contacted first by patients with health complaints, including symptoms characteristic of SARS-CoV-2. Within general practices, medical assistants (MAs) are the first contact person for patients and perform various tasks in close physical...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
BMC
2022-11-01
|
| Series: | BMC Primary Care |
| Subjects: | |
| Online Access: | https://doi.org/10.1186/s12875-022-01880-y |
| _version_ | 1798044321769848832 |
|---|---|
| author | Annegret Dreher Viola Mambrey Adrian Loerbroks |
| author_facet | Annegret Dreher Viola Mambrey Adrian Loerbroks |
| author_sort | Annegret Dreher |
| collection | DOAJ |
| description | Abstract Background In Germany, general practices are usually contacted first by patients with health complaints, including symptoms characteristic of SARS-CoV-2. Within general practices, medical assistants (MAs) are the first contact person for patients and perform various tasks in close physical patient contact. Working conditions of MAs have been characterized as challenging, e.g., due to low salaries, a high workload, time pressure and frequent interruptions. The potential changes of working conditions and job-related challenges experienced by MAs due to the SARS-CoV-2 pandemic have not been fully explored. We aimed to address this knowledge gap among MAs working in general practices in Germany. Methods Semi-structured telephone interviews were conducted between March and April 2021 with 24 MAs. Medical assistants of legal age, who worked in general practices in Germany, and who were continuously employed and without change of employer in 2020 were eligible for participation. Interview recordings were transcribed verbatim and content-analyzed using MAXQDA, using deductive and inductive coding. Results The SARS-CoV-2 pandemic posed great challenges for MAs, including a dramatic increase in workload, changes in occupational tasks, increased hygiene measures, rearrangements of work organization, childcare issues, and structural and personnel challenges within their practice. Participants described both improved but also worsened collaboration with their employers and colleagues due to the pandemic. Many MAs complained about issues regarding SARS-CoV-2-related billing processes and an increase in unpleasant patient behavior, including disregard of practice rules or frequent verbal insults. Many also did not feel adequately appreciated by politics, media, or society for their efforts during the pandemic. Positive changes were perceived to be the expansion of digital communication channels and a growing social cohesiveness of practice teams. Conclusions Our study suggests that the SARS-CoV-2 pandemic posed great challenges for MAs. The pandemic seems to have worsened MAs’ working conditions, which had been described as challenging already prior to the pandemic. In order to improve job satisfaction and to prevent loss of healthcare personnel, measures must be taken to improve working conditions of MAs in general practices. |
| first_indexed | 2024-04-11T23:02:01Z |
| format | Article |
| id | doaj.art-a735dff38b1448bc931f37dca17ed1fb |
| institution | Directory Open Access Journal |
| issn | 2731-4553 |
| language | English |
| last_indexed | 2024-04-11T23:02:01Z |
| publishDate | 2022-11-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Primary Care |
| spelling | doaj.art-a735dff38b1448bc931f37dca17ed1fb2022-12-22T03:58:07ZengBMCBMC Primary Care2731-45532022-11-0123111410.1186/s12875-022-01880-yChanges of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative studyAnnegret Dreher0Viola Mambrey1Adrian Loerbroks2Institute of Occupational, Social and Environmental Medicine, Centre for Health and Society, Faculty of Medicine, University of DuesseldorfInstitute of Occupational, Social and Environmental Medicine, Centre for Health and Society, Faculty of Medicine, University of DuesseldorfInstitute of Occupational, Social and Environmental Medicine, Centre for Health and Society, Faculty of Medicine, University of DuesseldorfAbstract Background In Germany, general practices are usually contacted first by patients with health complaints, including symptoms characteristic of SARS-CoV-2. Within general practices, medical assistants (MAs) are the first contact person for patients and perform various tasks in close physical patient contact. Working conditions of MAs have been characterized as challenging, e.g., due to low salaries, a high workload, time pressure and frequent interruptions. The potential changes of working conditions and job-related challenges experienced by MAs due to the SARS-CoV-2 pandemic have not been fully explored. We aimed to address this knowledge gap among MAs working in general practices in Germany. Methods Semi-structured telephone interviews were conducted between March and April 2021 with 24 MAs. Medical assistants of legal age, who worked in general practices in Germany, and who were continuously employed and without change of employer in 2020 were eligible for participation. Interview recordings were transcribed verbatim and content-analyzed using MAXQDA, using deductive and inductive coding. Results The SARS-CoV-2 pandemic posed great challenges for MAs, including a dramatic increase in workload, changes in occupational tasks, increased hygiene measures, rearrangements of work organization, childcare issues, and structural and personnel challenges within their practice. Participants described both improved but also worsened collaboration with their employers and colleagues due to the pandemic. Many MAs complained about issues regarding SARS-CoV-2-related billing processes and an increase in unpleasant patient behavior, including disregard of practice rules or frequent verbal insults. Many also did not feel adequately appreciated by politics, media, or society for their efforts during the pandemic. Positive changes were perceived to be the expansion of digital communication channels and a growing social cohesiveness of practice teams. Conclusions Our study suggests that the SARS-CoV-2 pandemic posed great challenges for MAs. The pandemic seems to have worsened MAs’ working conditions, which had been described as challenging already prior to the pandemic. In order to improve job satisfaction and to prevent loss of healthcare personnel, measures must be taken to improve working conditions of MAs in general practices.https://doi.org/10.1186/s12875-022-01880-yCOVID-19Family medicineGeneral practiceGermanyMedical assistantPrimary care |
| spellingShingle | Annegret Dreher Viola Mambrey Adrian Loerbroks Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study BMC Primary Care COVID-19 Family medicine General practice Germany Medical assistant Primary care |
| title | Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study |
| title_full | Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study |
| title_fullStr | Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study |
| title_full_unstemmed | Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study |
| title_short | Changes of working conditions and job-related challenges due to the SARS-CoV-2 pandemic for medical assistants in general practices in Germany: a qualitative study |
| title_sort | changes of working conditions and job related challenges due to the sars cov 2 pandemic for medical assistants in general practices in germany a qualitative study |
| topic | COVID-19 Family medicine General practice Germany Medical assistant Primary care |
| url | https://doi.org/10.1186/s12875-022-01880-y |
| work_keys_str_mv | AT annegretdreher changesofworkingconditionsandjobrelatedchallengesduetothesarscov2pandemicformedicalassistantsingeneralpracticesingermanyaqualitativestudy AT violamambrey changesofworkingconditionsandjobrelatedchallengesduetothesarscov2pandemicformedicalassistantsingeneralpracticesingermanyaqualitativestudy AT adrianloerbroks changesofworkingconditionsandjobrelatedchallengesduetothesarscov2pandemicformedicalassistantsingeneralpracticesingermanyaqualitativestudy |