Examining the Effect of the COVID-19 Pandemic on Staff Responsiveness, Rating and Recommendation: A Longitudinal Study

This longitudinal study examines the impact of the COVID-19 pandemic on patient perceptions of staff responsiveness, hospital ratings, and likelihood to recommend. Using SERVQUAL theory, the study analyzes HCAHPS survey data from 52 weeks before and 52 weeks during the pandemic. Findings reveal declines in staff responsiveness, hospital ratings, and recommendations during surges of COVID-19 cases, highlighting the need for strategies to enhance patient experiences in crises. The study emphasizes the importance of professional training, communication, and resilience to maintain quality care during emergencies.