Mental Health Staff Perceptions of Improvement Opportunities around COVID-19: A Mixed-Methods Analysis

While COVID-19 has had widespread impact on the way behavioral health services are delivered, very little research exists characterizing how providers have perceived these changes. This study used mixed-methods to understand the complex and varied experiences of staff of a psychiatric service line at a large tertiary medical center with high community spread of COVID-19. A brief convenience survey was sent to all staff of the service line and thematic analysis generated brief themes and their frequency. Qualitative focus groups were then held to elucidate greater detail on survey responses. In total, 99 individuals responded to the survey and 17 individuals attended two focus groups in which theoretical saturation was achieved. While brief survey responses generated three broad themes, including operations, telehealth and technology, and communication, focus group data provided nuanced information about these themes, including reasons underlying heightened stress and fatigue felt by staff, inadequacy of technology while finding innovative approaches for its use, and appreciation for the benefits of telehealth while expressing concern for patients not served well by it. These mixed-methods findings highlight the complexities of implementing widespread changes during COVID-19 and demonstrate how survey and focus group data can be used to evaluate rapid care transformations driven by COVID-19.