​Office support staff is an organization's "first line of defense against malpractice risk," according to a July 10, 2018, Medscape article. But although support staff can prevent errors, they can also introduce them, the authors said. Furthermore, they can enhance a patient's experience or "anger and frustrate" them. The article discussed liability-related issues involving all types of support staff, with a focus on medical assistants (MAs). MAs often have little clinical training, the author said. They work in many areas of the office, opening the practice to several different risks. Further, they have a high profile: an average independent practice has three physicians and three MAs. Liability for MAs falls on the supervising physician, the author said. MAs expose the office to risk when they contribute to causing medication errors. They can make transcribing mistakes, and a growing concern in regard to this risk, the authors said, involves MAs inadvertently entering incorrect information into the electronic health record. One way to address these risks is to develop strict protocols that are periodically discussed with MAs, the author said. Discussing protocols can also help avoid situations in which MAs exceed their scope of practice. Another way to avoid risk is to make sure the organization observes state laws regarding MAs; however, some states do not have laws regarding MAs. Other support staff members can also help avoid malpractice lawsuits. The receptionist, for example, is often viewed as "the face of the practice," the author said. Receptionists should provide access for patients rather than acting as barriers, so that the patient does not grow frustrated, the author said. Taking "that extra 5 minutes to hear their frustration can save you 5 years of malpractice anxiety," said an expert quoted by the author.

HRC Recommends: Employees' skills and abilities to perform the various aspects of their jobs should be assessed, verified, and documented. All MAs and unlicensed personnel should demonstrate proficiency in their responsibilities, including clinical tasks that fall within their duties.