Outcomes of rapid digital transformation of large-scale communications during the COVID-19 pandemic
J. Strong
A B D , S. Drummond A , J. Hanson A , J. D. Pole C , T. Engstrom C , K. Copeland A , B. Lipman A and C. Sullivan A C
A Metro North Hospital and Health Services, 7 Butterfield Street, Herston, Qld 4029, Australia. Email: jennifer.strong@health.qld.gov.au; shaun.drummond@health.qld.gov.au; jackie.hanson@health.qld.gov.au; kate.copeland@health.qld.gov.au; hello@brittanylipman.com; clair.sullivan@health.qld.gov.au
B School of Health and Rehabilitation Sciences, The University of Queensland, 84a Services Road, St Lucia, Qld 4067, Australia.
C Centre for Health Services Research, Faculty of Medicine, The University of Queensland, 288 Herston Road, Herston, Qld 4006, Australia. Email: j.pole@uq.edu.au; t.engstrom@uq.edu.au
D Corresponding author. Email: j.strong@uq.edu.au
Australian Health Review 45(6) 696-703 https://doi.org/10.1071/AH21125
Submitted: 10 April 2021 Accepted: 14 September 2021 Published: 3 December 2021
Journal Compilation © AHHA 2021 Open Access CC BY
Abstract
Objective This study examined the content and impact of a new digital communication medium, called a VIDCAST, implemented at a large hospital and health service when the COVID-19 pandemic was announced, and the key concerns held by staff at the time when the health service was preparing for the COVID-19 pandemic to arrive in this health service.
Methods A mixed-methods approach was used. Thematic analysis of 20 transcripts of daily VIDCASTS broadcast between 30 March and 24 April 2020 was undertaken, in addition to descriptive analysis of feedback from an anonymous online survey.
Results Survey feedback from 322 staff indicated almost universal satisfaction with this new communication method. The VIDCASTS provided a new COVID-safe method for the Executive to connect to staff at a time of uncertainty. Thematic analysis of the content of the VIDCASTS revealed three themes: ‘Accurate Information’, ‘Reassurance and Support’ and ‘Innovation’. The Executive was able to reassure staff about what the organisation was doing to safeguard the health and wellbeing of all, and enabled an effective response to the pandemic.
Conclusions The digital communication channel of VIDCASTS, rapidly operationalised at a major Australian hospital and health service in March 2020, provided important information and support for staff as it prepared for the anticipated COVID-19 surge.
What is known about the topic? When the COVID-19 pandemic began, traditional face-to-face staff meetings were disrupted and many hospitals and their staff were left scrambling for information, and for reassurance about their safety, as they prepared to receive increasing numbers of COVID-19 patients.
What does this paper add? The implementation of a digital communication tool was able to address many of the concerns raised by hospital staff in other geographic locations dealing with surging COVID-19 cases and underpinned a globally leading COVID-19 response.
What are the implications for practitioners? New digitised communication methods provided an effective vehicle to inform and support staff in the early stages of pandemic preparation.
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