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Nursing Home Administrators' Experiences Communicating With Residents' Families During COVID-19
Courtney Hawes1, Ruoxuan Wang2, Joan F Brazier1
1School of Public Health, Department of Health Services, Policy, and Practice, Brown University, Providence, RI, USA.
Journal of the American Medical Directors Association
|April 26, 2026
Summary
The COVID-19 pandemic challenged nursing home communication. Proactive, mass communication strategies eased staff burden, while individualized methods increased it, highlighting the need to adapt strategies based on staffing levels.
Area of Science:
- Healthcare Management
- Public Health Communication
- Gerontology
Background:
- The COVID-19 pandemic significantly disrupted communication between nursing homes and residents' families.
- Existing communication systems proved inadequate under the pandemic's strain.
Purpose of the Study:
- To investigate communication challenges faced by nursing home staff during the COVID-19 pandemic.
- To explore how nursing home administrators adapted communication strategies.
Main Methods:
- Qualitative analysis of 156 interviews with nursing home administrators across 40 U.S. facilities.
- Examined communication methods employed and their perceived effectiveness.
Main Results:
- Many nursing homes shifted from reactive to proactive and mass communication strategies due to increased staff workload.
- Some facilities implemented individualized communication, which, however, increased staff burden.
Conclusions:
- Proactive, mass communication effectively reduced staff burden during the pandemic.
- Individualized communication strategies increased staff workload, necessitating adaptation based on staffing levels.
- Future research should optimize communication strategies considering both family needs and staff capacity.
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