Effective Strategies for Coping with High Workload in General Practices - WiSBAH-study

Susanne Kersten, Elena Hohmann, Aleyna Calis, Sabine Weißbach, Nadine Berges, Christine Kersting, Johanna Schweizer, Dorothea Dehnen

Keywords: particpation, medical assistants, online-survey, workload, Germany, effective workflow, team communication, stress management, hygiene, distancing measures, COVID-19

Background:

Medical assistants (MAs) are an important part of patient care in German general practices. They perform both medical and organisational tasks and are also important contacts for patients. The pandemic has significantly changed the daily work routine. The reason for the research project is the increasing workload of MAs in general practices in the context of the COVID-19 pandemic.

Research questions:

The study analyses the workload of MAs in general practices during the COVID-19 pandemic, assessing its impact on working conditions. In particular, it focuses on changes in practice organisation, hygiene and distancing measures, and team interaction.

Method:

The online cross-sectional online-survey was crafted in a participatory manner. The central topics were developed in small focus groups with 50 MAs during an online event in March 2023. The survey, which was available from September to December 2023, thus focused on the areas of practice organisation, hygiene and distancing measures and team interaction. The survey was advertised via various stakeholders and the data is analysed using descriptive statistics in SPSS.

Results:

Of 639 interested MAs, 435 submitted the online-questionnaire. The data set is currently being cleansed. The results will be presented at the congress in May.

Conclusions:

MAs are of crucial significance in German general practices and their job profile has changed in recent years. The COVID-19 pandemic was also an influencing factor. The identification and transparent presentation of the changed work processes of MAs during the pandemic is crucial for the development of strategies to cope with the generally increased workload. The findings arising from the WiSBAH study will help to derive strategies for optimising practice organisation in order to reduce future workloads and increase job satisfaction.

Points for discussion:

Which measures developed during the pandemic have proven effective in relation to practice organisation?

What strategies do you know for effectively managing the workload in general practices and maintaining the job satisfaction of medical assistants?

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