Listening and learning from the COVID-19 frontline in one US healthcare system

Abstract

PurposeThe on-going COVID-19 pandemic has drastically impacted healthcare systems worldwide. Understanding the perspectives and insights of frontline healthcare workers caring for and interacting with patients with COVID-19 represents a timely, topical, and important area of research. The purpose of this qualitative action research study was to assist one US healthcare system that has an expansive footprint with the implementation of a needs assessment among its frontline healthcare workers. The leadership within this healthcare system wanted to obtain a deeper understanding of how the COVID-19 pandemic was impacting the personal and professional lives of its workers. Further, the organisation wanted to solicit employees’ feedback about what they needed, understand the issues they were facing, and solicit their ideas to help the organisation know where to take action.Design/methodology/approachThis qualitative research employed 45 focus groups, referred to as virtual listening calls (LCs) in this organisation, which were held over a four-week period. A total of 241 nursing staff, representing healthcare facilities across the country, attended 26 of the LCs. A total of 19 LCs were held with 116 healthcare workers who are employed in other clinical roles (e.g. therapists) or administrative functions.FindingsExtending beyond the available research at the time, this study was initiated from within a US healthcare system and informed by the frontline healthcare employees who participated in the LCs, the findings of this study include the perspectives of both nursing and other healthcare workers, the latter of which have not received considerable attention. The findings underscore that the COVID-19 pandemic has wreaked havoc on the personal and professional lives of all of these healthcare workers and has exacted an emotional toll as noted in other studies. However, this study also highlights the importance of listening to employees’ concerns, but more importantly, their recommendations for improving their experiences. Notably, the organisation is in the midst of making changes to address these frontline workers’ needs.Originality/valueThe study, inclusive of nursing and other healthcare staff, demonstrates how an organisation can adapt to a crisis by listening and learning from its frontline employees.

Protecting workers' well-being in times of crisis: the first wave of COVID-19 in an Australian healthcare setting in 2020

“…However, no previous pandemic has been associated with the global experiences detrimental to social, physical and mental health status observed during the COVID-19 pandemic. Our managers and senior clinicians, many of whom also had frontline patient care roles, had shared experiences with other frontline HCWs (Cumberland et al ., 2022). Key stressors included insufficient information about type and appropriate use of PPE, clinical protocols incapable of minimising the risk of disease transmission early in the pandemic, state-wide guidelines that inadequately addressed local circumstances and physical restrictions, with negative flow-on effects on personal social connectedness and support and the provision of usual clinical care.…”

“…As the pandemic progressed, examination of the impact of the pandemic on HCWs has focused mainly on the perspectives and needs of frontline staff directly caring for patients (Cumberland et al ., 2022; Delgado et al. , 2020; Halcomb et al.…”

“…The early phase of the pandemic demanded numerous and time-sensitive decisions, which limited opportunities for identifying sources of workers' concerns necessary to efficiently minimise risks to the workforce and maintain optimal performance (Obuobisa-Darko, 2022). Hearing employees' voices and heeding their concerns and suggestions for improvement are important for an organisation navigating its response to a crisis (Cumberland et al, 2022) while recognising the inherent interconnectedness of employees' well-being and promoting organisational performance (Karanika-Murray and Ipsen, 2022;Ipsen et al, 2020).…”

“…As the pandemic progressed, examination of the impact of the pandemic on HCWs has focused mainly on the perspectives and needs of frontline staff directly caring for patients (Cumberland et al, 2022;Delgado et al, 2020;Halcomb et al, 2020;Liu et al, 2020;Smith, 2020). However, the central role of managers and senior staff affords unique insight as they are instigators, implementors and recipients of organisational change, occupying the uncommon position of participating in multiple aspects of organisational changes.…”

Mental health of healthcare professionals: headaches and professional commitment interact to impact nurse turnover intention

“…This study found that headaches reduce the negative relation between affective commitment and professional turnover intention. To relieve headaches, nurse managers and policy-makers could listen to nurses' concerns about their health issues, as listening to health care professionals' concerns is necessary and recommended in health care workplaces (Cumberland et al, 2021). Moreover, nurses with headaches should be encouraged to seek medical assistance.…”