Crisis Management in Healthcare Systems in the Post-COVID-19 Era: A Phenomenological Study of Management Experiences at Hazrat Ali Ibn Abi Talib Hospital, Rafsanjan City

Abstract

Introduction: The COVID-19 pandemic revealed serious vulnerabilities in global health systems, particularly regarding their capacity to respond to crisis. Within the broader service delivery systems, healthcare systems, particularly hospitals, played a crucial and effective role in managing this crisis.

The present study aimed to identify post-COVID-19 crisis management in the health system at Hazrat Ali ibn Abi Talib (AS) Hospital in Rafsanjan City.

Methods: Utilizing a phenomenological approach and a qualitative research method, this study was carried out between 2021 and 2022. The research participants included a diverse range of specialties and professionals who were actively working at Ali Ibn Abi Talib Hospital in Rafsanjan City throughout the COVID-19 crisis. Participants were selected via purposive sampling, utilizing the snowball technique, and data collection continued until theoretical saturation was achieved. Data obtained from these interviews were analyzed using a seven-step qualitative analysis approach. This approach included the stages of data preparation, repeated reading, extraction of meaning units, initial coding, formation of categories, interpretation of findings, and validation of results. The trustworthiness of the research was ensured through member checking, peer debriefing, and adherence to Lincoln and Guba’s criteria. MAXQDA 2020 software was used for data management and coding.

Results: In this study, three main themes and ten sub-themes were identified as key challenges in managing the biological crisis of COVID-19. The main themes included structural and managerial factors (Human Resource Crisis, Managerial and Policy Deficiencies, Financial and Economic Constraints, Knowledge and Training Gaps in Crisis Management, Uncertainty in Treatment and Protocols); physical and logistical infrastructures (Shortage and Inefficiency of Protective and Medical Equipment, Space Limitation and Isolation Challenges), ;and social and cultural factors (Pandemic Fatigue, Violation of Health and Safety Protocols, Spread of Rumors and Misbeliefs).

Conclusion: The management of biological crises requires an integrated and multidimensional strategic approach that synergistically promotes the strengthening of physical and logistical infrastructures, structural reorganization, collective learning, strategic communication, and targeted investment. A comprehensive framework can provide both a scientific and practical foundation for future policymaking in the health sector and for preparedness against complex crises.