Implementation and analysis of a telephone support service during COVID-19. (25th May 2020)

• Record Type: Journal Article
• Authors: Matthewson, J; Tiplady, A; Gerakios, F; Foley, A; Murphy, E
• Is Part Of: Occupational medicine. Volume 70:Part 5(2020)
• Page Start: 375
• Page End: 381
• Publication Date: 2020-05-25
• Subjects: Anxiety -- COVID-19 -- healthcare worker -- occupational health services -- pandemic; Medicine, Industrial -- Periodicals; Employee health promotion -- Periodicals; 616.9803
• DOI: 10.1093/occmed/kqaa095
• Languages: English
• ISSNs: 0962-7480

Abstract

Abstract: Background: During the COVID-19 pandemic, it has been essential for occupational health services (OHS) providers to react rapidly to increased demand and to utilize resources in novel ways. The impact of the COVID-19 pandemic on the psychological well-being of staff is already identified as an area of high risk; therefore, providing timely access to psychological support may be vital, although limited evidence is available on how these risks are best managed. Aims: To describe implementation and analysis of a psychology-led COVID-19 telephone support line in a National Health Service OHS. Methods: Data from calls made to the support line were collected over the first 4 weeks of service implementation. Numerical data including frequency of calls and average waiting time were first considered. A content analysis was then conducted on call notes to identify prevalence of themes. Results: Six hundred and fifty-five calls were received, and 362 notes included sufficient information for use within the content analysis. Frequency of calls peaked within the first week followed by a reduction in the number of calls received per day over time. Most calls included discussion around clarification of guidance (68%) with a smaller subset of calls offering support around anxiety (29%). Prevalence of themes did not appear to change over time. Conclusions: Clear and timely information is vital to support the well-being of healthcare staff. A psychologically informed telephone support line was a good use of occupational health service resources in the interim while more tailored advice and services could be established.