Hong Kong healthcare workers’ coronavirus disease 2019 (COVID-19) concerns: infection control, recognition and staff wellbeing, duty arrangements

Background: Appropriate human resources interventions to address healthcare workers’ concerns are key to maintaining confidence and morale of staff to combat a pandemic in any healthcare system. The objectives of this study are to analyze concerns of healthcare workers in public hospitals during the initial 3 months, throughout which the Hong Kong Hospital Authority implemented multiple measures to address staff needs. Methods: A retrospective study analyzing the immediate and longitudinal concerns of healthcare workers during the coronavirus disease 2019 (COVID-19) pandemic. All enquiries by unsolicited phone calls and WhatsApp messages raised over a 12-week period from 29/1/2020 to 22/4/2020 were reviewed and categorized. Thematic analysis of the enquiries was conducted, together with timing and frequency of enquiry categories. Results: A total of 1,868 enquiries were raised over the 12-week period. These enquiries comprised 740 (40%) in “recognition and staff wellbeing”, 573 (31%) in “infection control”, 357 (19%) in “duty arrangement” and the remaining 196 (10%) “others”. Conclusions: Spikes spread over the 12 weeks of data capture demonstrated major concern areas for a healthcare system in maintaining the morale and confidence of staff. Financial incentives introduced during the pandemic may have drawbacks around equity, defining thresholds for payments and setting precedence. A Human Resources App and e-bulletins were effective in rapidly communicating information to staff and allaying their fears, especially during the initial phase of the crisis. Further study of financial incentives to help decision-makers understand the impact and consequences of such approaches should be undertaken. © Journal of Hospital Management and Health Policy. All rights reserved.