Challenges Experienced by Behavioral Health Organizations in New York Resulting from COVID-19: A Qualitative Analysis
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ORIGINAL PAPER
Challenges Experienced by Behavioral Health Organizations in New York Resulting from COVID‑19: A Qualitative Analysis Ann A. Murphy1 · Sean Karyczak1 · Joni N. Dolce1 · Michelle Zechner1 · Francine Bates1 · Kenneth J. Gill1 · Pamela Rothpletz‑Puglia2 Received: 12 August 2020 / Accepted: 16 October 2020 © Springer Science+Business Media, LLC, part of Springer Nature 2020
Abstract This paper presents a qualitative content analysis of survey data collected from behavioral health care providers from throughout New York regarding the challenges faced as a result of COVID-19. Survey responses from 295 agency and program administrators and staff, representing 238 organizations, were analyzed. Ten themes were identified: business operations, service provision, telehealth, safety, client concerns, staff concerns, supplies, technology, illness/grief/loss, and communication. These themes represent concerns that arose from the rapid transition to widespread use of telehealth, limited technology accessibility for both staff and clients, reduced revenue and billing changes, impact of COVID-19 infection itself and subsequent deaths of clients and staff, and necessary modifications for organizational communication both internally and externally. The implications of these challenges and the need for further research to identify how to best address them are discussed. Keywords Behavioral health · COVID-19 · Telehealth · Service delivery · Content analysis
Introduction The coronavirus disease 2019 (COVID-19) outbreak has significantly impacted the delivery of behavioral health services. Behavioral health organizations have had to rapidly modify services that are typically provided in-person, in face-to-face formats to remote delivery. As of August 2020, they are still in the process of making adaptations as the impact of the pandemic on staff and clients is still being felt. The State of New York was one of the first epicenters of COVID-19 cases in the United States and while cases have begun to decline in New York (NY), additional states are experiencing increases (CDC 2020). Quickly after the World Health Organization (WHO) declared COVID-19 a pandemic (WHO 2020), New York issued stay at home orders effective March 20, 2020 (Chappell and Romo 2020). These * Ann A. Murphy [email protected] 1
Department of Psychiatric Rehabilitation and Counseling Professions, School of Health Professions, Rutgers, The State University of New Jersey, Piscataway, NJ, USA
Department of Interdisciplinary Studies, School of Health Professions, Rutgers, The State University of New Jersey, Newark, NJ, USA
2
orders remained in effect until early June when a phased reopening process began. A full and continued reopening in New York and across the country may be hampered by the recent uptick in COVID-19 cases. The ongoing need for social distancing and the higher vulnerability of populations involved in behavioral health services may necessitate longer-term adaptations of service delivery. People with serious mental illne
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