37X - Developing Strategies to Address Ambulatory Care Front-Line Staff Burnout and Professional Fulfillment

Tuesday, March 21

9:00–10:30 a.m.

As part of Stanford Medicine’s implementation of its integrated strategic plan, it has worked to develop effective fulfillment and burnout strategies for its front-line staff in ambulatory care. Medical assistants and medical receptionists are key professionals supporting physician and ambulatory practices and have had limited studies done on them regarding their burnout and professional fulfillment. A 2018 MA/MR professional fulfillment and burnout survey was conducted by a Stanford Health Care leader and administered again in 2021 for MAs/MRs with over 1,000 participants. The survey tool has been useful in understanding components of MA/MR burnout and professional fulfillment.

This session will focus on the original study and baseline data, interventions made, the follow-up survey administered to staff who work in either academic or community-based clinics, and programs and initiatives either implemented or under development. There are extensive lessons learned from these studies that have guided us to reimagine the way care is delivered with these team members and our patients. Common themes and drivers will address MA/MR staff’s perspectives on team knowledge, organizational culture and control of schedule. Presenters will also review how effective communication, practical coping skills and consistent support are key drivers to the team members’ satisfaction.

Learning Objectives

• Understand the factors that impact the burnout of medical assistants and medical receptionists.
• Explore possible solutions and strategies to address medical assistant and medical receptionist burnout and improve professional fulfillment.