The Art of Caring: Advancing Professional Development for Medical Assistants

Purpose: Medical assistants (MA) are a rapidly growing and crucial part of the ambulatory care team. As ambulatory care practice transitions towards team-based care and patient-centered medical homes, it is imperative that investment in MA education, training, career pathways, and professional development is evaluated. Currently there is a missed opportunity for professional growth and enhancement of their skill set. Offerings for nursing professionals are readily accessible, but a deficit in opportunities for medical assistants was identified. Investing in the development of all members of the care team can help facilitate retention and job satisfaction.
Learning outcome: After completing this learning activity, the participant will be able to assess professional development strategies being used by other professionals for medical assistants and the potential of practice implementation.
Description: A needs assessment conducted in 2023 across a large urban health system with both specialty and primary care ambulatory care clinics revealed an interest in professional development and opportunities to engage in education related to the MA role. A decision was made to host the institution’s first ambulatory care medical assistant retreat in 2024. A planning committee was assembled and included ambulatory care leaders, clinical education specialists, and 22 MA stakeholders. Subcommittees were formed and included an ice-breaker workgroup, MA appreciation video team, and coordination of exhibit room, food, and prizes. Three identical four-hour offerings were planned to take place onsite to maximize the number of MAs that could attend and were free for attendees. Retreat content was identified through verbal discussions, formal needs assessment, and annual competency brainstorming. Participation from the MA committee members was vital and assisted in providing feedback on the curriculum and adding engagement activities that promoted connection. Speakers were identified from within the health system and included experts on topics from within their fields. These included the art of caring, building your career, trauma-sensitive interventions for the ambulatory care setting, de-escalation and safety in the workplace, social drivers of health, safety and emergency preparedness, and advocates of care: an MA’s perspective. An exhibit room opened during the break that offered MA specific resources such as different professional school representatives, the institution’s employee assistance program, and opportunities to connect with the speaker’s team for additional information.
Evaluation/outcome: We invited 335 MAs. Total attendance was 106 for the first two offerings, with 69 registered for the final session in December 2024. Projected total attendance of those invited is 52%. 91% affirmed that the retreat met their learning needs. Analysis of evaluation comments revealed that MAs overwhelmingly felt appreciated and valued and had an increased understanding of caring excellence, their role, and professional identity. Comments also reflected feelings of meaningful recognition and community while meeting professional development goals.