TLDR : The survey by Lifen reveals that the adoption of digital tools in medical secretariats is progressing but remains hindered by technical problems and a lack of training. Despite a time-saving acknowledged by 72% of respondents, only 7.8% say they are "very satisfied", highlighting the need for more reliable tools better integrated into field realities.
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The digital transformation of the healthcare sector is accelerating, along with the evolution of administrative practices within medical secretariats. A survey conducted by Lifen with 540 medical secretaries between July 2024 and January 2025 provides a nuanced insight into the actual integration of digital tools in field practices. While there are tangible gains, they do not conceal the structural weaknesses or unfulfilled expectations of a profession still largely overlooked in the debates on digital transformation.
The shift to digital tools in medical secretariats has intensified in recent years, particularly driven by reforms such as the Ségur de la Santé. The majority of respondents (72%) acknowledge a time-saving benefit from digital tools, indicating a certain level of operational efficiency. However, this satisfaction remains moderate: while more than half (55%) are satisfied with the solutions at their disposal, only 7.8% declare themselves "very satisfied".
The shift to digital tools in medical secretariats has intensified in recent years, particularly driven by reforms such as the Ségur de la Santé. The majority of respondents (72%) acknowledge a time-saving benefit from digital tools, indicating a certain level of operational efficiency. However, this satisfaction remains moderate: while more than half (55%) are satisfied with the solutions at their disposal, only 7.8% declare themselves "very satisfied".
While only 8.7% of them were already using digital tools before the push from public policies, nearly one in two secretaries (45%) report having received no specific training for these tools. Technical difficulties (bugs, slowdowns, non-ergonomic interfaces) are currently the main source of stress, even ahead of the workload itself.
Tools, but for What Uses?
The survey highlights very specific expectations. Far from rejecting digitalization, medical secretaries are asking for targeted solutions: automation of appointment management (58%), sending reports (38%), and entering medical data (27%). Routine, time-consuming tasks that are undervalued but essential for service quality.
A Persistent Organizational Divide
The study also reveals a notable disparity depending on the type of structure. While 63% of hospital secretaries have received training, only a third in the liberal sector have, raising a key issue: equitable access to digital skills, and by extension, the coherence of care pathways on a national scale.
What Impact Do Public Policies Have on the Ground?
Nearly 40% of medical secretaries recognize improvements related to the Ségur de la Santé initiatives, but 57.4% observe no tangible change in their work environment. The feeling of being sidelined in the digital transformation process is shared by 57% of the medical secretaries in the study.
The second wave of the Ségur du Numérique en Santé is expected to address these expectations by refocusing efforts on the ground, notably through more robust training mechanisms, better integration of tools into existing practices, and a closer dialogue with end users.
For Franck le Ouay, co-founder and CEO of Lifen:
“This report reminds us of an essential thing, digital in healthcare is advancing, but it remains fragile where it should be strongest: in the hands of those who use it every day. To fulfill its promises, it's not enough to innovate technologically. We need reliable, seamless tools, well integrated into field realities, designed with their users. It is under this condition that digital will become what it should be: a lever of coordination, efficiency, and rehumanization in the service of health.”
Translated from Numérisation des secrétariats médicaux : une transformation en marche, mais encore fragile
To better understand
What is the 'Ségur de la Santé' and how does it impact the adoption of digital tools in the medical sector?
The 'Ségur de la Santé' is a set of reforms in France aimed at improving the healthcare system by integrating digital technologies to enhance efficiency and quality of care. It specifically promotes training and adaptation of digital tools for streamlined administrative processes.
What role do digital tools play in automating administrative tasks in the healthcare sector?
Digital tools automate administrative tasks such as appointment scheduling, report sending, and medical data entry, helping to reduce human errors, improve efficiency, and free up time for higher-value tasks.