Managerial Implications of the Perception Difference in Frontline Workers in Healthcare Service Systems During the COVID-19 Pandemic

Abstract

COVID-19 pandemic had significant psychological impact to frontline healthcare workers (HCW). Variations in job positions have resulted in differing perceptions of adverse psychological effects, which in turn can impair organizational performance and the quality of patient care. We conducted cross-sectional study to survey the psychological impact on healthcare workers during the COVID-19 pandemic. The study included frontline physicians, nurses, and specialized nurses such as physician assistants (PAs) and respiratory therapists (RTs) from a regional teaching hospital, achieving a final valid response rate of 87.92%. For statistical analysis, we employed descriptive statistics, Pearson correlation, and one-way analysis of variance. The analysis revealed that among different groups of HCWs, nurses reported higher levels of insomnia, poorer social support, insufficient personal protective equipment (PPE) support, lower satisfaction with workplace relationships, increased social pressure, and less family support compared to physicians. PAs and RTs also reported poorer social and family support than physicians. These findings highlight the hierarchical differences in the perception of negative psychological impacts and the extrinsic factors influencing them. The psychological well-being of HCWs is crucial for organizational performance, patient care quality, and safety. From a managerial perspective, this study identified that hierarchical differences have negative implications for the psychological health of HCWs, particularly during the pandemic. We propose flattening organizational hierarchies to foster an atmosphere of equity and enhancing employer support, especially for nurses and PAs/RTs, as strategic measures to mitigate the negative psychological impacts on vulnerable groups of HCWs.