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The State of Clinical Support Staff

The State of Clinical Support Staff

Research insights on support staff burnout, its impact on patient care, and trends in patient communication.

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The first two years of the pandemic pushed clinical support staff to their limits. From disruptions to in-person care, massive amounts of coordination, new regulatory requirements and more, the stress created by ineffective patient communication, exacerbated by the pandemic, led to epic levels of burnout.

Since then much has changed in the healthcare system, including a surge in digital innovation.

So, how have these trends affected staff? We wanted to find out. In a new report of more than 300 clinical support staff including nurses, physician assistants, frontdesk/reception and other medical professionals, we found that burnout and other problems are still high yet on the decline.

Read the free report to learn more.

2022 Report

Key Findings

Clinical support staff burnout remains high, though lower than pandemic peak

In 2022

70% report moderate to severe burnout 32% of whom rated it as high or severe

In 2021

88% reported moderate to severe burnout 56% of whom rated it as high or severe

Adoption of digital patient communication tools continues to increase

48% reported texting, emailing and digitally messaging with patients more frequently than they did in the early days of the pandemic

Clinical support staff burnout impacts care quality

33% report their burnout negatively impacted patient care quality 41% say their burnout has been noticed by a patient 43% report at least one instance where poor or ineffective patient communication processes negatively impacted a patient’s health

Clinical support staff believe digital patient communication can help improve access and outcomes

According to the report, clinical support staff believe this about digital patient communication

64% believe it allows patients to engage more in their health 78% think it increases access to healthcare 67% say it helps address disparities for underserved patients 71% feel it helps address social determinants of health Additionally, 85% believe communicating in the patient’s preferred language improves healthcare access SBS_Landing-Page_with-Logo.jpg

Check out the full report

without having to give us your email address!

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The wellbeing of clinical support staff has a cascading impact on healthcare. In many ways, they are the front lines of care, and they often are among the first to engage and set the tone for the rest of the care journey. Addressing their burnout is critical for provider success and delivering patient-centered care that results in better health outcomes.

Meg Aranow
SVP, Platform Evangelist, Artera

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How Artera Improves Staff Burnout

The report suggests one of the biggest factors in alleviating staff burnout is the use of digital patient communications which help to ease staff workloads by:

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Automating time-consuming patient communication
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Reducing the number of phone calls
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Eliminating repetitive tasks

Artera delivers a platform-level patient communications solution that integrates across a health system’s tech stack (EHRs/EMRs, single-point solutions, apps, and more) to deliver patients a simple, cohesive communications experience while reducing workload for healthcare staff.

By unifying disjointed communications and information into a single channel for patients (texting, email and/or IVR) Artera fuels healthcare providers to deliver healthier patients, more efficient staff and more profitable organizations. The Artera platform helps 800+ unique health systems facilitate 2.2 billion messages for 100+ million patients.

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