Impact of the Covid-19 Pandemic on the Roles, Responsibilities and Health of Medical Office Assistants Working in Family Medicine Clinics in Ontario: Implications for Primary Care Access and Quality

Medical office assistants (MOAs) are responsible for medical clinic operations and for making triage decisions that affect patient care and outcomes. They connect community members to the 15,000 family physicians currently working in Ontario. Medical office assistants have historically been overlooked in research despite their central role in providing access to the services of family physicians. The Covid-19 pandemic has greatly affected how healthcare is delivered. Much of the work in pivoting to new ways of triaging and connecting patients to their family physician has been carried out by MOAs. This qualitative study aims to explore the experiences of MOAs to better understand how the Covid-19 pandemic has affected their roles, responsibilities and relationships with patients and other team members. The perspectives of the family physicians with whom MOAs work will also be explored. Findings from this study will inform the development of best practices for MOAs to optimize patient care and safeguard the health of this occupational group. Defining competencies for their roles and responsibilities with patients, particularly vulnerable groups, could enhance the provision of primary care in Ontario.