OBJECTIVES: To understand how the COVID-19 pandemic created obstacles for nursing home staff to communicate effectively with family members of residents and how administrators navigated new communication methods. DESIGN: A qualitative analysis of 156 interviews with nursing home administrators in the United States. SETTING AND PARTICIPANTS: Nursing home administrators in the United States. METHODS: Communication methods used during the pandemic, and their effectiveness, were identified and discussed in this study that included 156 qualitative interviews with administrators at 40 nursing homes across the United States. RESULTS: This analysis suggests that existing communication systems were often reactive and ineffective during the pandemic because of the added workload placed on staff, leading to many nursing homes adopting more proactive and mass communication strategies. In addition, some nursing homes were able to implement communication methods that included individualizing communication for residents and families. CONCLUSIONS AND IMPLICATIONS: Proactive, mass communication methods lessened the burden on staff, whereas individualized communication increased staff burden. Communication methods should be adapted based on nursing home staffing levels. Future research should further examine individualized and mass communication methods to optimize communication strategies in informing families effectively and enhancing relationships, while also acknowledging staff capacity.
Hawes et al. (2026) studied this question.