Disrespectful medical assistants

Specialties Ambulatory

Published

How do you manage disrespect from medical assistants who are older than you or have more tenure at a place than you do? As in, ignoring you when you speak to them, arguing anytime you ask them to do something, or practicing as if they were a nurse despite obvious lack of knowledge and professionalism. Also, doing inappropriate things at work that waste time and aren't work related. I'm supposed to supervise them, not the other way around and I'm tired of the attitude. I can't discipline someone without backup from my manager but the MA acts like I accosted her just asking her to please room patients or call a patient and schedule an appointment or something.

Specializes in Clinical Research, Outpt Women's Health.

Without management back up you are doomed. Move on unless you can find a way to get them to want to work with you.

"If people ask her to complete certain tasks, perhaps she's under the impression that she can refuse. After all, whenever we ask somebody to do something, it is typically worded as a question."

The above quote is from another Allnurses site where someone posted a slightly similar problem to yours. Instead of "asking", say, 'I need."

It is not a magical solution but sounds more "authorative" to say, "I need Ms. X brought back to room 2." or "I need you to call Mr. D and schedule his follow up appointment.

As I said, it isn't magical, and maybe you just need to look for another job?

(I found it works pretty good with my 12 year old grandson!)

It's a shame, but with degree shifts going on everywhere, I think MA's have the potentially of really taking a big bite out of the pie of what Nurses use to do. Nurses have responded by moving up the ladder by becoming NP's and taking over PHysician jobs. It's the natural order of things. Move on to a safer career spot.

It is shame and it is everywhere. as mentioned above, move on with no management support. ive been tested like this before n I held my ground n stated" I need you to do your job in order for me to do my job." they were not happy but I didn't care because I can get another job.

Specializes in Pediatrics Retired.

As the "supervisor" you should have the ability and responsibility to "write them up." Ask your manager where the discipline slips are and what procedure you should follow in the instances of insubordination, refusal to perform assigned duties, unsafe work practices, inadequate performance, etc. If you don't get back up from admin...it's not worth it; hit the road.

Specializes in Med Surg, Tele, PH, CM.

This has been going on as long as I have been a nurse. Hard to balance respect for staff with need for adequate performance. Communication is the key that has always worked for me. Staff meetings, no matter how brief, if possible. I always tried to show as much respect as I could to my staff, but there comes a time when you have to use the supervisor card. Have you talked to your manager? It may be that they are behind you but expect you to do the dirty work, I have been in that position also. I was always lucky as a manager to have supervisors who could tell me when I needed to step in and wear my "manager hat". Like walking on eggshells....

Specializes in Operating Room.

I agree with AAC.271, BSN, RN. I used to be a medical assistant before becoming a RN. The awful truth of the matter is an office can be ran without a nurse. I honestly think we should've had a nurse (LPN or RN). In my state medical assistants can give injections and call in medications. I had to give up my job bc the office doesn't hire RNs or LPNs. Our office manager was not a nurse.

Specializes in GENERAL.
Without management back up you are doomed. Move on unless you can find a way to get them to want to work with you.

OP: when you ask them to do something what is your tone? Do you say please and thank you? Do you explain to them that you are their supervisor and you are asking them to do things within their job decription. If after that they don't perform, start progressive disciplinary action. But you are right in needing the support of your boss. Because without it you will be held in contempt as merely the mouse that roared, deemed ineffectual and boarding on a laughing stock.

Know that if the shoe were on the other foot that they also would have no choice but to better define the rules of engagement. Nothing personal but we all have a job to do.

"If people ask her to complete certain tasks, perhaps she's under the impression that she can refuse. After all, whenever we ask somebody to do something, it is typically worded as a question."

The above quote is from another Allnurses site where someone posted a slightly similar problem to yours. Instead of "asking", say, 'I need."

It is not a magical solution but sounds more "authorative" to say, "I need Ms. X brought back to room 2." or "I need you to call Mr. D and schedule his follow up appointment.

As I said, it isn't magical, and maybe you just need to look for another job?

(I found it works pretty good with my 12 year old grandson!)

To build off of brownbook's comment, when I've encountered UAP that either never got the memo on delegation or just can't play nicely in the sandbox, basically I let them dig their own hole. If I delegate a task to an MA or CNA, unless there's a legitimate reason why the task can't be completed, I couldn't care less what self-entitled, misinformed interpretation of how the whole delegation thing worked before or works presently; I will repeat the tasks that I've delegated. If the light bulb still doesn't turn on, I will repeat myself with, "I've asked you several times to complete X, Y, and Z. Are you refusing to accept a delegated assignment?"

That usually helps the light bulb turn on; refusal to accept an appropriately delegated assignment is an actionable, if not terminable, offense anywhere I've ever worked.

Specializes in Reproductive & Public Health.

Yes, without management behind you, taking formal disciplinary action will likely be fruitless and may make things work. I would speak to them about this, present your concerns and some possible solutions.

But at the same time, you can take a look at your leadership skills and see what you can do to turn this around. Dealing with these kind of interpersonal issues in the workplace can feel very intimidating; I remember struggling with it myself.

What have you tried so far? What happens when the MA refuses to, say, room a patient? What is your response? And who ends up doing the task? You? Another MA?

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