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

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 patient’s 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 Officer’s 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.

Strengths and limitations of this study

• This was an in-depth evaluation of the Family Liaison Officer role from the perspective of those in the role and the clinical team who they were providing support.

• The sample included representation of the different disciplines who worked in the FLO role.

• The evaluation only represents the professional perspective and not the experience of the family.