Utilising human factors systems approach to support the well-being of healthcare workers: a qualitative study of work system interactions during the COVID-19 pandemic

Abstract The COVID-19 pandemic has significantly impacted public healthcare systems and healthcare workers (HCWs) worldwide. As direct providers of medical services, the work of HCWs is crucial for the resilience of the healthcare system in response to the pandemic. This study systematically investigates the well-being of frontline HCWs in China and the influence of various work system elements, using the human-centred Systems Engineering Initiative for Patient Safety (SEIPS) model. We conducted semi-structured interviews among 32 HCWs in China, focusing on the six elements of SEIPS: Person, Tasks, Organisation, Tool & Technology, Internal and External Environment. Thematic analysis revealed themes in three categories namely experience, adoption support and future needs. These findings highlight the fact that the interactions between HCWs and work system elements often have greater negative impacts than the health threats posed by the pandemic, emphasising the need for tailored support. This study emphasises the necessity of focusing on the general well-being (i.e., physical, psychological and social well-being) of HCWs, assisting them to manage organisational changes and handle complex work tasks. It also clarifies that the Human Factors Engineering approach used in the study contributes to a holistic understanding of the challenges faced by HCWs and the underlying causes. Consequently, this study contributes to the improvement of future support strategies such as enhancing the effectiveness and relevance, ultimately fostering the general well-being of HCWs to mitigate the global healthcare workforce crisis, and reinforcing the resilience of the healthcare system beyond the pandemic.