COVID-19 pandemic has tested the resilience of individuals and the healthcare systems. We aimed to document the FHCWs individual journey and their perception of the health systems performance during the peak and trough of the first wave of the COVID-19 pandemic. It is the first qualitative longitudinal study in a real-time pandemic to capture healthcare workers evolution of perceptions.
There were several mental and physical health challenges expressed by the FHCWs as they worked on the frontline during the COVID-19 pandemic. In the initial days, the fear of getting infected and transmitting the infection to loved ones was extremely high. They believed they were at high risk as there was unprecedentedly high patient load, compromised bed capacity, lack of understanding of the disease, and uncertainty about patient outcomes. Similar concerns have been expressed in several studies from countries such as the People's Republic of China, Islamic Republic of Iran, Lebanon, Brazil, and Pakistan in expressed high fear of getting infected due to their jobs.(27–31)
We found a positive change as the number of cases during the first wave declined. The study participants attributed the improved perception to the availability of PPEs, protection due to God's blessings, and improved patient outcomes. In addition, early success led some to believe that COVID-19 did not exist anymore. Similarly, FHCWs expressed mental exhaustion, fear, stress, and anxiety during the initial peak period, which evolved into physical exhaustion, fatigue, tiredness, headaches, dizziness, and suffocation. Many of these physical symptoms were attributed to wearing PPE.
Health systems around the world were compromised in the face of the deadly pandemic. Similarly, Pakistan also faced tremendous challenges. During the initial/peak period, there was a lack of space and high patient volumes, and hospitals were put on diversion due to lack of space, difficulties in managing critical patients due to limited knowledge, difficulty in communication due to full PPE gear, shortage of human resource and lack of BiPAP/ventilators. Nearly most of the countries reported similar challenges.(7, 32)
Furthermore, FHCWs shared several positive experiences. They took pride and expressed satisfaction in saving lives. Our participants felt optimistic and hopeful about the future outlook; the numbers had gone down significantly, improved disease knowledge and management, and vaccine trials were looking good.
Data collection during public health emergencies is a significant challenge. An important learning from this study is the potential role of WhatsApp for qualitative data collection during a crisis. We found that WhatsApp was an easy-to-use tool that generated a large amount of rich data in a relatively short interval. Moreover, since the data was self-generated, the resources required for data collection were limited, there was no researcher bias, and the role of social desirability was reduced. Also, the risk to the researcher was lower as they did not have to expose themselves to collecting data in the inpatient care area. Furthermore, most of the participants found it convenient, as they could record audios at a time of their choice. Our experience is in line with another study conducted on Syrian Refugees and host communities in Lebanon.(33) In addition, a qualitative media communication study reported similar advantages of instant messaging for qualitative data collection.(25) Our literature review did not identify any example of longitudinal data collection through WhatsApp during the COVID-19 pandemic and this adds to the literature regarding its potential use in the current pandemic and similar crisis.
Despite the self-recorded audio messaging through WhatsApp, it is important to discuss the challenges and limitations of such an approach. First, we found that as the study progressed, the number of self-recorded audios decreased. The participants were asked why; they reported feeling tired due to heavy workload during their shifts and were too tired to take on an additional task. For these participants, we offered a telephonic interview over weekends and at the time of their convenience. We considered but decided not to offer any incentive for sharing recordings. In retrospect, a carefully selected incentive might have allowed for more consistent data sharing. Secondly, study participants felt that they did not have any particularly new data to report after each shift. We addressed this issue by changing the reporting frequency from each shift to reporting once a week. Thirdly, our study participants were all from private sector tertiary care hospital EDs. Unfortunately, we could not get FHCWs from the public sector to participate in the study despite several attempts. The perception of public sector FHCWs might be different as resources are often limited, and the workload is high in these settings. Finally, we had to stop the data collection process after four months as the number of COVID-19 patients decreased, and the participants felt they had nothing new to report.