A comparative study of the impact of the COVID-19 crisis on the communication practices of end-of-life care workers

Abstract

Previous research has identified that effective and high-quality communication between patients, families and professionals is a key contributing factor to end-of-life (EOL) care and recovery after bereavement. Increasingly, this communication work is being done by non-clinical staff in places such as homes and community settings. These additional care providers offer important pre- and post-bereavement support that can improve the quality of EOL care as well as promote healthy grieving for families, friends and communities. Despite this contribution, though, little is known about how these non-clinical workers use communication in their daily practices. This paper reports on the analysis of a set of nine in-depth interviews conducted in Hong Kong and in one region of Australia that examined in detail relational aspects of communication that shape interactions between non-clinical workers and service users. Data were collected during the COVID- 19 health crisis, when the workers experienced exceptional restrictions on communication. The findings of this study highlight the fundamental importance of both verbal and non-verbal communication to the relationships established between non-clinical worker and service users. Specifically, greater support for the development of communication skills in non-clinical EOL workers will promote improvements in the quality of EOL care.

Needs and experiences of homecare workers when supporting people to live at home at the end of life: a rapid review

“…41 In healthcare settings, there is an evidence base regarding staff well-being, for example, in palliative care settings, acknowledging the level of emotional labour in this staff group and increased risk of burnout compared with other settings. 39 Interventions include meditation, arts-based supervision practice and improving communication skills all with the aim of addressing the emotional support needs of those working in palliative care. 42 Other examples of addressing this element of emotional labour include Acceptance and Commitment Therapy, 43 orientation or induction programmes, access to bereavement advisors, team debriefs and peer support.…”

“…Another study explored the nature and importance of effective communication on the relationships established between non-clinical workers and service users. 39…”

“…Five papers were from the UK, 5 15 24 26 29 four from the USA, 25 27 28 36 two from Canada, 23 37 one from Australia, 38 one from Sweden, 30 and five from Japan [31][32][33][34][35] and one from Hong Kong and Australia. 39…”

Grief and Bereavement in Hong Kong during the COVID-19 Pandemic

“…Finally, but importantly, the pandemic has also affected the working and griev- (Turnbull et al, 2022). These social workers believed that it was important for people at the end stage of their lives to separate themselves from the identity of being close to death and live a quality life.…”