COVID-19 Pandemic and Crisis Management in Hospitals

Öz

Although the COVID-19 pandemic has affected the whole world, healthcare organizations are at the forefront of the organizations most affected by the pandemic. Especially private hospitals have witnessed an unprecedented crisis and faced many challenges, such as pressures on the workforce, interruptions in operations, and financial difficulties. The aim of this study is to determine the processes of private hospitals to manage the crisis caused by the pandemic. Accordingly, face-to-face interviews were conducted with 20 private hospital managers operating in Ankara between 03.02.2022 and 31.03.2022. Content analysis was used in the analysis of the data and crisis management was followed in five stages. According to the findings of the study, the increase in the number of patients other than normal and followed-up patients was an important sign of the crisis for managers. While a significant part of the measures taken by the managers was directed towards human resources, their practices regarding damage limitation were predominantly in the financial and fiscal fields. Announcing the safety of their institutions and their hygiene certificate ownership on hospital websites were used by managers as tools for recovery in routine activities. The necessity of strengthening human resources was the primary lesson learned from the pandemic crisis. With its findings, the study has the potential to provide clues for managers about being prepared for possible future pandemics and other crises.

Anahtar Kelimeler

• Content analysis
• COVID-19 pandemic
• crisis
• crisis management
• private hospitals

Proje Numarası

KA22/28

Hastanelerde COVID-19 Pandemisi ve Kriz Yönetimi

Öz

COVID-19 pandemisi tüm dünyayı etkisi altına alsa da pandemiden en çok etkilenen örgütlerin başında sağlık kurumlarının geldiği açıktır. Özellikle özel hastaneler; işgücü üzerindeki baskılar, faaliyetlerde kesintiler, mali sıkıntılar gibi çeşitli zorlukları bir arada yaşamış ve eşi görülmemiş bir krize tanık olmuştur. Bu çalışmanın amacı, özel hastanelerin pandeminin yol açtığı krizi yönetme süreçlerinin belirlenmesidir. Bu doğrultuda Ankara ilinde faaliyet gösteren 20 özel hastanenin yöneticisi ile 03.02.2022- 31.03.2022 tarihleri arasında yüz yüze derinlemesine görüşmeler yapılmıştır. Verilerin analizinde içerik analizi kullanılmış ve kriz yönetimi beş aşamada takip edilmiştir. Araştırmanın bulgularına göre hasta sayısındaki (normal ve takipli hasta dışındaki) artış yöneticiler için krizin önemli bir sinyali olmuştur. Yöneticilerin aldıkları önlemlerin büyük bir bölümü insan kaynaklarına yönelikken hasar sınırlamaya ilişkin uygulamaları ağırlıklı olarak mali ve finansal alanlarda olmuştur. Kurumlarının güvenli olduğunun ve hijyen belgesi sahipliklerinin hastane web sitelerinden duyurulması, yöneticiler tarafından rutin faaliyetlerde toparlanmanın araçları olarak kullanılmıştır. İnsan kaynaklarının güçlendirilmesinin gerekliliği pandemi krizinden çıkarılan derslerin başında tanımlanmıştır. Çalışma, ortaya koyduğu bulgularla gelecekteki olası salgınlara ve diğer krizlere hazırlıklı olma konusunda yöneticiler için ipuçları sağlama potansiyeline sahiptir.

Anahtar Kelimeler

• COVID-19 pandemisi
• içerik analizi
• kriz
• kriz yönetimi
• özel hastaneler

Destekleyen Kurum

Başkent Üniversitesi

Proje Numarası

KA22/28

Kaynakça

1. Baker, S. R., Bloom, N., Davis, S. J., & Terry, S. J. (2020). COVID-induced economic uncertainty. NBER Working Paper. https://doi.org/10.3386/w26983
2. Bhaduri, R. M. (2019). Leveraging culture and leadership in crisis management. European Journal of Training and Development, 43(5/6), 534-549. https://doi.org/10.1108/EJTD-10-2018-0109
3. Boin, A. (2009). The new world of crises and crisis management: Implications for policymaking and research. Review of Policy Research, 26(4), 367-377. https://doi.org/10.1111/j.1541-1338.2009.00389.x
4. Charumilind, S., Craven, M., Lamb, J., Sabow, A., Singhal, S., & Wilson, M. (2022). When will the COVID-19 pandemic end? March 2022 update. McKinsey & Company: https://www.mckinsey.com/industries/healthcare-systems-and-services/our-insights/when-will-the-covid-19-pandemic-end# (Erişim Tarihi: 17 Mayıs 2022).
5. Creswell, J. W. (2013). Qualitative inquiry and research design: Choosing among five approaches. Sage Publications.
6. De La Garza, C., & Cecilia, N. (2022). The socio‐organizational and human dynamics of resilience in a hospital: The case of the COVID‐19 crisis. Journal of Contingencies and Crisis Management, 30, 244-256. https://doi.org/10.1111/1468-5973.12419
7. Deressa, A. T., & Zeru, G. (2019). Work motivation and its effects on organizational performance: The case of nurses in Hawassa public and private hospitals: Mixed method study approach. BMC Research Notes, 12, 1-6. https://doi.org/10.1186/s13104-019-4255-7
8. Dobrowolski, Z. (2020). After COVID-19: Reorientation of crisis management in crisis. Entrepreneurship and Sustainability, 8(2). https://doi.org/10.9770/jesi.2020.8.2(48)

9. Donelli, C. C., Fanelli, S., & Zangrandi, A. (2022). Disruptive crisis management: Lessons from managing a hospital during the COVID-19 pandemic. Management Decision, 60(13), 66-91. https://doi.org/10.1108/MD-02-2021-0279
10. Donnelly, R., Patrinos, H. A., & Gresham, J. (2021). The impact of COVID-19 on education –Recommendations and opportunities for Ukraine. worldbank.org: https://www.worldbank.org (Erişim Tarihi: 1 Mayıs 2022).
11. Elbay, R. Y., Kurtulmuş, A., Arpacıoğlu, S., & Karadere, E. (2020). Depression, anxiety, stress levels of physicians and associated factors in Covid-19 pandemics. Psychiatry Research, 290, 113130. https://doi.org/10.1016/j.psychres.2020.113130
12. Glaser, B., & Strauss, A. (1967). The Discovery of grounded theory: Strategies for qualitative research. Mill Valley, CA: Sociology Press.
13. Hellowell, M., Paviza, A., Clarke, D., & O’Hanlon, B. (2020). The impact of Covid-19 on the private health sector: Symptoms, causes, consequences and solutions. World Health Organization. https://www.research.ed.ac.uk/en/publications/the-impact-of-covid-19-on-the-private-health-sector-symptoms-caus (Erişim Tarihi: 20 Mayıs 2022).
14. Hsieh, H.-F., & Shannon, S. E. (2005). Three approaches to qualitative content analysis. Qualitative Health Research, 15(9), 1277-1288. https://doi.org/10.1177/1049732305276687
15. Hutchins, H. M., & Wang, J. (2008). Organizational crisis management and human resource development: A review of the literature and implications to HRD research and practice. Advances in Developing Human Resource, 10(3), 310-330. https://doi.org/10.1177/1523422308316183
16. International Finance Corporation. (2020). Impacts of COVID-19 on the private sector in fragile and conflict-affected situations. https://www.ifc.org/wps/wcm/connect/publications_ext_content/ifc_external_publication_site/publications_listing_page/impacts+of+covid-19+on+the+private+sector+in+fragile+and+conflict-affected+situations (Erişim Tarihi: 29 Nisan 2022).
17. International Labour Organization. (2021). ILO Monitor: COVID-19 and the world of work (7th edition). https://www.ilo.org/global/topics/coronavirus/impacts-and-responses/WCMS_767028/lang--en/index.htm (Erişim Tarihi: 3 Mayıs 2022).
18. International Monetary Fund. (2020). World economic outlook, April 2020: The great lockdown. IMF: https://www.imf.org/en/Publications/WEO/Issues/2020/04/14/weo-april-2020 (Erişim Tarihi: 27 Mayıs 2022).
19. Iqbal, M. R., & Chaudhuri, A. (2020). COVID-19: Results of a national survey of United Kingdom healthcare professionals’ perceptions of current management strategy – A cross sectional questionnaire study. International Journal of Surgery, 79, 156-161. https://doi.org/10.1016/j.ijsu.2020.05.042
20. Jamison, J. C., Bundy, D., Jamison, D. T., Spitz, J., & Verguet, S. (2021). Comparing the impact on COVID-19 mortality of self-imposed behavior change and of government regulations across 13 countries. Health Services Research, 56, 874–884. https://doi.org/10.1111/1475-6773.13688
21. Kaya, Y., Bostan, S., Kaya, A., Karaman, Ö., Karataş, A., & Dereli, S. (2021). Effect of COVID-19 pandemic on anxiety depression and intention to go to hospital in chronic patients. Int J Clin Pract., 75(7), e14219. https://doi.org/10.1111/ijcp.14219
22. Kaye, A. D., Okeagu, C. N., Pham, A. D., Silva, R. A., Hurley, J. J., Arron, B. L., . . . Cornett, E. M. (2021). Economic impact of COVID-19 pandemic on healthcare facilities and systems: International perspectives. Best Practice & Research Clinical Anaesthesiology, 35(3), 293-306. https://doi.org/10.1016/j.bpa.2020.11.009
23. Lacobucci, G. (2021). Covid-19: Underfunding of health workforce left many European nations vulnerable, says commission. BMJ: British Medical Journal, 372. https://doi.org/10.1136/bmj.n724
24. Matsuo, T., Kobayashi, D., Taki, F., Sakamoto, F., Uehara, Y., Mori, N., & Fukui, T. (2020). Prevalence of health care worker burnout during the Coronavirus Disease 2019 (COVID-19) pandemic in Japan. JAMA Network Open, 3(8), 1-4. https://doi.org/10.1001/jamanetworkopen.2020.17271
25. Mattei, P., & Vigevano, L. (2021). Contingency planning and early crisis management: Italy and the COVID 19 pandemic. Public Organization Review, 21, 647–663. https://doi.org/10.1007/s11115-021-00545-1
26. Mikac, R. & Kravaršćan, K. (2021). Croatian tourism sector and crisis management-A case study related to the COVID-19 pandemic. Tourism: An International Interdisciplinary Journal, 69(4), 611-629. https://doi.org/10.37741/t.69.4.9
27. Moon, T. W., Hur, W.-M., & Hyun, S. S. (2019). How service employees' work motivations lead to job performance: The role of service employees' job creativity and customer orientation. Current Psychology, 38(2), 517-532. https://doi.org/10.1007/s12144-017-9630-8
28. Murat, M., Köse, S., & Savaşer, S. (2021). Determination of stress, depression and burnout levels of front-line nurses during the COVID-19 pandemic. International Journal of Mental Health Nursing, 30, 533–543. https://doi.org/10.1111/inm.12818
29. Patton, M. Q. (2002). Qualitative research and evaluation methods (3th edition). Thousand Oaks, CA: Sage Publications.
30. Pearson, C. M., & Clair, J. A. (1998). Reframing crisis management. Academy of Management Review, 23(1), 59-76. https://doi.org/10.5465/amr.1998.192960
31. Pearson, C. M., & Mitroff, I. I. (1993). From crisis prone to crisis prepared: A framework for crisis management. Academy of Management Executive, 7(1), 48-59. https://doi.org/10.5465/ame.1993.9409142058
32. Prescott, K., Baxter, E., Lynch, C., Jassal, S., Bashir, A., & Gray, J. (2020). COVID-19: How prepared are front-line healthcare workers in England? Journal of Hospital Infection, 105, 142-145. https://doi.org/10.1016/j.jhin.2020.04.031
33. Restauri, N., & Sheridan, A. D. (2020). Burnout and posttraumatic stress disorder in the Coronavirus Disease 2019 (COVID-19) pandemic: Intersection, impact, and interventions. Journal of the American College of Radiology, 17(7), 921-926. https://doi.org/10.1016/j.jacr.2020.05.021
34. Ren, F., Zhang, Q., & Wei, X. (2021). Work autonomous and controlled motivation on Chinese employees' work performance and innovative work behaviour: The moderating role of financial stress. Frontiers in Psychology, 12, 1-9. https://doi.org/10.3389/fpsyg.2021.676063
35. Rugaber, C. (2020). 26 million Americans sought unemployment benefits since Coronavirus hit. https://theatlantavoice.com/26-million-americans-sought-unemployment-benefits-since-coronavirus-hit/ (Erişim Tarihi: 24 Nisan 2022).
36. Sagan, A., Thomas, S., McKee, M., Karanikolos, M., Azzopardi-Muscat, N., de la Mata, I., & Figueras, J. (2020). COVID-19 and health systems resilience: Lessons going forwards. Eurohealth, 26(2), 20-24. https://apps.who.int/iris/handle/10665/336290 (Erişim Tarihi: 26 Ekim 2022).
37. Shamshiri, M., Ajri-Khameslou, M., Dashti-Kalantar, R., & Molaei, B. (2022). Management strategies during the COVID-19 pandemic crisis: The experiences of health managers from Iran, Ardabil Province. Disaster Medicine and Public Health Preparedness, 1-7. https://doi.org/10.1017/dmp.2022.51
38. Tien, T. Q., Tuyet-Hanh, T. T., Linh, T. N., Phuc, H. H., & Nhu, H. V. (2021). Knowledge, attitudes, and practices regarding COVID-19 prevention among Vietnamese healthcare workers in 2020. Health Services Insights, 14, 1-7. https://doi.org/10.1177/11786329211019225
39. Uka, A., & Prendi, A. (2021). Motivation as an indicator of performance and productivity from the perspective of employees. Management & Marketing. Challenges for the Knowledge Society, 16(3), 268-285. https://doi.org/10.2478/mmcks-2021-0016
40. Wade, A., Petherick, A., Kira, B., Tatlow, H., Elms, J., Green, K., Hallas, L., Hale, T., Phillips, T., Zhang, Y.,… Sampaio J. (2022). Variation in government responses to COVID-19. BSG Working Paper Series. https://www.bsg.ox.ac.uk/research/publications/variation-government-responses-covid-19 (Erişim Tarihi: 31 Mayıs 2022).
41. Worldmeters. (2022). https://www.worldometers.info/coronavirus/ (Erişim Tarihi: 30 Nisan 2022).