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Humanisation of medicine and administrative staff in medical facilities

8 April 2024

In the world of medicine, where there is increasing talk of the humanisation of healthcare, not only doctors and nurses but also administrative staff in medical facilities play an important role. Their work, although often overshadowed by medical activities, is crucial in ensuring that the humanisation of medicine becomes a reality at every level of healthcare. Administrative staff are the first point of contact for patients, and their communication, empathy and work efficiency have a direct impact on the patient experience in medical facilities. In this article, we will look at the important role administrative staff play in the humanisation of medicine, both from the perspective of patients and the healthcare system as a whole.

First contact

The first impression in healthcare facilities is of paramount importance. The moment a patient crosses the threshold of a facility, it is the reception staff who create their first experience of the healthcare system. This first interaction is crucial not only in terms of the logistics of the visit, but more importantly in shaping the perception of the entire facility and medicine itself. The humanisation of medicine starts right here - with a warm welcome, an understanding approach and a professionalism that alleviates the patient's stress and uncertainty.

Reception staff not only have an administrative role, but are also the face of the organisation. Their empathy, way of communicating and ability to handle difficult situations play an important role in creating a positive environment. It is important that patients feel listened to and understood from the very first moments of their visit. This enables them to feel more confident and comfortable, even in stressful situations related to illness or treatment.

The role of reception staff goes beyond standard administrative procedures. They are often the first people to register patients' concerns, whether expressed in words or unspoken, visible in behaviour or facial expression. The right response - whether it is a supportive word or the prompt communication of an important piece of information - can make a significant difference to a patient's experience.

Communication and empathy
Communication and empathy in medical administration play a key role in shaping the patient experience and are fundamental to the humanisation of medicine. Administrative staff in medical facilities, who are often the first point of contact for patients, are in a unique position to influence perceptions of healthcare as a whole. Their ability to communicate effectively and empathetically is essential to creating a welcoming and supportive environment for patients.

Effective communication in this context is not only about conveying information, but also about being able to actively listen, understand and respond to patients' individual needs and concerns. This is particularly important when administrative staff are explaining medical procedures, facility policies, or health insurance issues that can be stressful and complicated for patients.

Empathy on the part of administrative staff is equally important. It manifests itself by empathising with the patient, understanding their emotions and concerns and adapting responses and actions to their specific needs. An empathetic approach helps to build trust and a sense of security, which is particularly important in the context of health and medical care.

Effective information management

Effective information management and work organisation by administrative staff are key elements in the humanisation of medicine. In medical facilities, where the flow of information is continuous and complex, the efficient management of these processes has a direct impact on the quality of healthcare and the patient experience.

Administrative staff play an important role in collecting, processing and communicating information related to patients' health conditions, treatment and medical procedures. Their ability to keep records in order, manage deadlines effectively and communicate between different medical departments is crucial to the fluidity and effectiveness of treatment. When information is managed clearly and efficiently, patients receive better, personalised care and medical staff are better equipped with the necessary data to make decisions.

In addition to the technical aspects of information management, the ability to communicate this information to patients is also important. Administrative staff must be able to explain complex issues in an understandable way, which requires not only knowledge but also empathy. Explaining procedures, insurance policies or treatment details in a clear and accessible way helps to reduce uncertainty and stress for patients.

In addition, efficient work organisation in medical administration allows for better use of time and resources, resulting in faster and more focused care. When administrative staff are able to manage their workload effectively, this reduces waiting times for patients and increases overall satisfaction with medical services.

Training and development of administrative staff

Investment in the training and development of administrative staff is a key element in the drive to humanise medicine. By enhancing their interpersonal and professional competencies, medical facilities can significantly improve the quality of interactions with patients and operational efficiency. Training in communication, empathy, stress management and customer service techniques is essential for administrative staff to be able to respond effectively to patients' needs and expectations. They enable staff to better understand the emotional dynamics of patients, resulting in a more supportive and understanding care environment.

In addition to soft skills, it is also important to develop the professional competencies of administrative staff. Training in the latest information management systems, legislation and administrative procedures allows them to work more efficiently and effectively, which is important in a rapidly changing healthcare environment.

Investing in the development of administrative staff is an investment in better quality healthcare. Prepared and well-trained administrative staff are not only more competent in their duties, they are also better equipped with the tools necessary to create a more humane and empathetic environment in medical facilities, which is key to humanising medicine.