The potential and concerns of medical secretaries in a workplace that is becoming more digitalized

Abstract

Background: Digital transformation in healthcare is reshaping work environments, including non-clinical roles such as medical secretaries. These professionals play a crucial part in ensuring the smooth operation of healthcare systems, yet their experiences with digitalization remain underexplored. This study explores how medical secretaries perceive digital transformation in healthcare, with a particular focus on its impact on workplace culture, employee well-being, and their evolving roles.

Methods: A mixed-methods approach was employed within a public healthcare organization. The study utilized an exploratory sequential design, beginning with a Quality Café to collect qualitative data followed by semi-structured interviews with 20 medical secretaries. The qualitative data were analyzed using thematic analysis, while a questionnaire, developed from the interview findings, was used to collect quantitative data. Factor analysis and non-parametric correlation analysis were applied to the quantitative data to explore the relationships between workplace digitalization and employee health outcomes.

Results:The qualitative analysis revealed two main themes: "Facilitating Digital Transformation" and "Recognition and Empowerment." Medical secretaries reported increased responsibilities and changes in their tasks, particularly with the adoption of voice recognition technology. However, they expressed concerns about a lack of involvement in decision-making and a feeling of being undervalued. Some viewed digitalization as a positive force, enhancing patient safety and reducing administrative stress, while others feared it would erode traditional tasks, such as transcription. Quantitative data confirmed that digitalization was associated with improved job satisfaction for some but heightened stress for others, depending on the level of involvement in the transformation process.

Conclusion: The findings highlight the dual nature of digital transformation in healthcare for medical secretaries. While digital tools can streamline tasks and enhance patient care, successful integration requires clear communication, involvement, and recognition of their role. Medical secretaries’ experiences underscore the need for inclusive digital transformation strategies that consider the perspectives and well-being of all staff members to ensure effective and sustainable healthcare change.