SARS-CoV-2 Pandemic: Experiences of Health Care Assistants in Family Physician Practices

ABSTRACT

Background Health care assistants (HCA) are the first point of contact for patients in family physician practices. The presented work deals with the SARS-CoV2 pandemic from the perspective of HCA and the possible conclusions from their experiences. So far no systematic study has investigated this subject yet. Methods Practices in four German federal states were randomly selected and HCAs were asked to participate in guided telephone interviews. The interviews were analysed qualitatively according to Kuckartz. Results In 2020, from August to December, 28 interviews were conducted with 34 HCAs (23 single, 4 double and one triple interview). The HCAs reported additional work due to the pandemic organizational restructuring to ensure compliance with hygiene guidelines, increased need of advice, testing, new billing procedures, procurement of protective clothing, and information while information flow was experienced as unstructured. Financial losses in the practices due to patient absenteeism, fear of infection, private stress factors and lack of appreciation on the part of politics and society were the main concerns of the interviewees. Patient care in the practices was assessed as assured, but negative effects for patients were seen due to the suspension of early detection screenings. The care of SARS-CoV-2 infected patients was mostly well managed. Conclusions To support HCAs in the pandemic, relief is needed testing/vaccination centers, clear testing and billing rules. To increase safety, sufficient protective equipment and comprehensible and reliable information for HCAs and patients are important. An intensive exchange within the team helps to cope with the new demands in the course of the pandemic. Appreciating the extra work of HCAs during the pandemic (not only) by means of bonus payments could contribute to strengthening the reputation of the profession.