Attitudes and actions of primary care facility administrators based on their experiences during the COVID-19 pandemic: An interview study

Abstract

Purpose: The 2019 novel coronavirus (COVID-19) pandemic has reshaped our lives and communities. In the medical field, primary care providers were required to continue providing medical and long-term care despite the global shortage of protective equipment against the progressing infection. How did frontline primary care facility administrators experience the COVID-19 pandemic? Were they required to change our attitude and behavior during the COVID-19 pandemic? Methods: To explore this, we conducted a semi-structured interview survey. Four researchers interviewed the administrators of 20 clinics (7 general practitioner clinics and 13 dental clinics) and 11 long-term care services (7 visiting nurse home services and 4 resident long-term care and home help services) in Japan. We conducted interviews with administrators either face-to-face or using remote communication devices. The interview results were analyzed using a qualitative descriptive approach. Results: We interviewed 31 primary care facility administrators and found three attitude categories: (1) self-awareness of being responsible for the business site, (2) self-awareness of contributing to the community through medical care, (3) self-awareness for respecting the life of each local resident. Further, we found five behavior categories: (1) Taking action to protect the staff, (2) taking Measures to safeguard the facility, (3) establishing and implementing infection control policies, (4) ensuring service continuity and community service, and (5) collaborating in community infection control efforts. Conclusions: Frontline administrators of primary care facilities displayed strong transformational leadership during the COVID-19 pandemic.