The experiences of English National Health Service professional communicators during the Covid-19 pandemic

Gregory, Anne; Davies, Eleanor; Nichols, Bill; Wolski, Urszula

Abstract

This article presents the findings of empirical research on the experiences of senior National Health Service communication practitioners in England during the Covid-19 pandemic, viewed through the prism of their emotional responses. Using narrative interviews with 15 senior communicators, the study discovered that contextual factors elicited the strongest emotional reactions, rather than dealing with the health crisis itself. Five common contextual factors were identified: ‘command and control’, working from home, social media, technology, and professional recognition. Linked to these factors were a range of emotions which can be clustered into eight main categories: stress and anxiety, guilt, frustration and anger, inadequacy, isolation, pride, excitement and a growing sense of confidence. The findings lead to a conclusion that internal contextual factors rather than the challenges posed by the progress of the disease itself determined the most significant elements of the experience of these practitioners. The study also identified the sources of personal support for communicators and their own recommendations for policy changes. The study concludes that health communicators were hindered by the environment in which they undertook their duties. Necessary policy changes will assist in ensuring this professional group can perform more optimally during major health crises in the future.

• Journal Article Type: Article
• Acceptance Date: Feb 6, 2024
• Online Publication Date: Feb 14, 2024
• Publication Date: 2024-03
• Deposit Date: Feb 26, 2024
• Journal: Public Relations Review
• Print ISSN: 0363-8111
• Electronic ISSN: 1873-4537
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 50
• Issue: 1
• Article Number: 102434
• DOI: https://doi.org/10.1016/j.pubrev.2024.102434
• Publisher URL: https://www.sciencedirect.com/science/article/pii/S0363811124000134?via%3Dihub