Evaluation of the Family Liaison Officer (FLO) role during the COVID-19 Pandemic

Abstract

Objectives: During the first wave of COVID-19 heavy restrictions were placed on hospital visitations in the United Kingdom. To support communication between families and patients a central London hospital introduced the role of the Family Liaison Officer. Communication within healthcare settings is often the subject of contention, particularly for patients families. During periods of crisis communication can become strained for patients and their families. We aimed to evaluate the rapid implementation of this role to provide guidance if it was required in the future and to explore the potential for this to become a standard role. Design: Service evaluation Setting: Single National Health Service hospital in London. Methods: Semi-structured video interviews with a convenience sample of 12 participants. Data were analysed using Framework Analysis. Participants: Family Liaison Officers (n=5) and colleagues who experienced working alongside them (n=7). Results: Key themes were identified from the interviews pertaining to the role, the team, the impact and the future. Two versions of the role emerged though the process based on the Family Liaison Officers previous background: Clinical Family Liaison Officers (primarily nurses) and Pastoral Family Liaison Officers (primarily play specialists). Both the Family Liaison Officers and their colleagues agreed that the role had a very positive impact on the wards during this time. Negative aspects of the role, such as a lack of induction, boundaries or clear structure were also discussed. Conclusion: The Family Liaison Officer was a key role during the pandemic in facilitating communication between patient, clinical team and family. The challenges associated with the role reflect the speed in which it was implemented but it was evident to those in the role and clinicians who the role was supporting that it has potential to help improve hospital communication, and the work of healthcare staff outside of a pandemic.

Evaluation of a family liaison officer role introduced during the COVID‐19 pandemic: A mixed methods study

“…Brokering roles offer the opportunity to improve communication between healthcare teams and members of the patient's family, yet there are limited examples of such nonprofessional roles within the acute care settings. 5,9 The results of this study have identified the Previous research has raised confusion surrounding the introduction of new brokering roles such as FLOs, not only with the clinical team but with the postholders themselves as well as patients and their relatives. 5,9 It is clear from this study that the preparation of postholders and ward nursing teams was not sufficient before the commencement of the post and more clarity around the intention of this nonprofessional role was needed.…”

“…More recently, against the backdrop of the COVID‐19 pandemic when hospital visiting was halted, some healthcare organisations introduced new broker roles to bridge the visiting gap to ensure that patients and their relatives were able to remain in contact. An FLO role, using redeployed staff, was introduced at a central London hospital in the early stages of the first wave of the pandemic 9 . The views of patients and families are missing however, the FLOs reported the role had a very positive impact, for example, benefit of consistency of care to help build rapport and trust with patients, family and clinical staff 9 .…”

“…An FLO role, using redeployed staff, was introduced at a central London hospital in the early stages of the first wave of the pandemic 9 . The views of patients and families are missing however, the FLOs reported the role had a very positive impact, for example, benefit of consistency of care to help build rapport and trust with patients, family and clinical staff 9 . The FLOs experienced challenges such as a lack of induction and boundaries or clear structures.…”

Reducing delayed transfer of care in older people: A qualitative study of barriers and facilitators to shorter hospital stays

“…A potential solution suggested by family members was a communications coordinator to allow medically qualified staff to concentrate on patient care. During the COVID‐19 pandemic, hospitals in the UK introduced Family Liaison Officers, and recent research supports the potential to standardize these roles 39 . We recognize the potential of family liaison officers, with the caveat that clinical care and complex treatment plans would still need to be communicated by clinical staff.…”

“…Discharge processes 24 (49) 124 (39) • The discharge process was sometimes described as 'faultless' and 'impressive', with follow-up appointments made, referral to community services in place and 'detailed instructions' for themselves and the GP.…”