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Why phone anxiety is a real problem in the health sector
Phone anxiety refers to the fear of making or receiving phone calls.
Also known as ‘telephobia,’ it can appear in various forms and poses a real challenge for employees whose jobs require regular phone communication. This anxiety can significantly impact their job performance.
Recent research conducted by telephone answering service provider YourReceptionist highlights how phone anxiety is currently affecting employees in the healthcare industry.
Handling phone calls is a vital part of working in the healthcare industry in both the U.S. and Canada. Whether it's scheduling appointments or responding to patient inquiries, healthcare workers need confidence and skill to manage different types of calls.
However, recent research shows that 51% of healthcare workers in North America have experienced phone anxiety over the past year. For some, this anxiety has been so intense that it has prevented them from answering the phone. In fact, 60% of those affected admitted to avoiding calls due to their nerves.
Phone anxiety isn’t confined to younger employees either. While 35% of workers aged 18-34 reported experiencing anxiety over answering calls, an even larger proportion - 58% - of those aged 35-54 also admitted to phone-related anxiety. This may be because younger workers tend to have fewer phone-related responsibilities, challenging the assumption that anxiety is primarily a concern for younger individuals who prefer text or email communication.
Answering the phone can be an anxiety-inducing task for various reasons, especially in healthcare, where staff often deal with sensitive information and patients seeking urgent answers.
Similar to other industries, many healthcare workers report feeling a general sense of nervousness when making or receiving calls, particularly when speaking with unfamiliar people. In fact, 20% of respondents in our study identified this as their primary source of phone-related anxiety.
Another common concern is the fear of confrontation with patients, especially if they can’t provide the necessary help or connect the caller to the right person. Thirteen percent of workers cited this as their biggest worry when answering calls.
Even more concerning is that 11% of healthcare employees feel anxious about being overheard and judged by their managers while on the phone, indicating potential workplace pressure.
In terms of overall anxiety levels, nearly a third (32%) of survey participants rated themselves as very to extremely anxious when faced with handling phone calls, while 30% described themselves as somewhat or slightly anxious. This highlights the significant emotional impact phone interactions can have on healthcare workers.
Despite being a common aspect of office life, especially in healthcare settings like reception areas, phone training is often neglected.
In addressing phone anxiety, 63% of employees believe additional training would help ease their anxiety and improve their effectiveness. This sentiment is especially strong among younger workers and those new to their careers.
Nearly two-thirds (65%) of employees aged 18-34 feel they would benefit from more phone training to support their professional development, while 58% of workers aged 35-54 agree.
Given that many employees are calling for more training to reduce anxiety and enhance job performance, one might expect healthcare organizations to provide such support. However, our research suggests otherwise.
A large majority (69%) of employees report that they have not received any formal phone training. What’s particularly concerning is that younger employees, who often have less experience, are the most likely to report a lack of training. In fact, 68% of workers aged 18-34 say they’ve had no phone training, compared to 58% of those aged 35-54.
Like many other industries, healthcare workers have been part of the shift to remote work over the past few years. For some, this change has heightened their phone anxiety.
Nearly one-third (31%) of healthcare employees who have worked from home at least part-time in the last year reported an increase in phone-related anxiety.
This issue isn't confined to younger workers. While 26% of employees aged 18-34 say working from home has worsened their phone anxiety, a similar proportion (25%) of workers aged 35-54 report the same experience.
Given the high levels of phone anxiety among healthcare workers, it’s not surprising that phone calls are their least favored way to interact with patients.
In our survey, 61% of employees indicated that phone calls were their least preferred communication method at work. In contrast, 70% said they preferred handling inquiries via email, as it allows them more time to review information before responding.
This preference for email over phone calls is consistent across all age groups, with email consistently being the top choice and phone calls the least preferred.
Our research indicates that a significant number of healthcare employees are grappling with phone anxiety and require additional training and support to boost their confidence.
Addressing this issue not only benefits employees but also enhances the patient experience by ensuring they receive the appropriate service.
For those needing extra help with phone calls, a telephone answering service can be an excellent solution. Such a service can manage incoming calls (or as many as needed) and provide your team with accurate and timely messages, improving efficiency in handling inquiries.
In addition to message-taking, a telephone answering service can handle basic inquiries, allowing your staff to focus on more complex or value-added tasks. In the healthcare sector, it can also function as a booking service, alleviating some of the stress from your employees and offering them crucial support.
To learn more about the advantages of telephone answering services in the healthcare sector, click here.
