what staff may have
experienced during
the outbreak
response. A nurse
who showed no signs
of stress or PTSD for months could be onboarding a patient when,
unexpectedly, something reminds her of an experience treating
COVID-19 patients that spark intrusive thoughts and flashbacks with-
out warning. If this happens, take that staff member aside and ask if
you can help. Recognize what's happening, avoid retraumatizing the
staff member and determine what they need to feel safe again.
4. Be a therapeutic listener
If staff members feel comfortable talking about their feelings, let them
express themselves with as little interruption as possible. Maintain
gentle eye contact, follow social cues and pay close attention to body
language (yours and theirs). If you have a close enough relationship,
perhaps you can gently touch the person's arm as a gesture of comfort.
You may also want to summarize what the person just said to show
that you're listening closely and, if the situation warrants it, provide
context. For instance, if the person is blaming themselves for the way
they're handling the impact of caring for coronavirus patients, tell
them their training didn't provide them with the skills they needed.
Reassure them that their reaction is appropriate and anyone in their
position would likely respond the same way.
5. Offer security and control
Give staff control of the decision-making process whenever possible.
It may seem like a minor thing, but simply asking someone who's
struggling for their thoughts on what would be most helpful for them
J U N E 2 0 2 0 • O U T P A T I E N T S U R G E R Y . N E T • 2 5
Create a safe psychological space
for all returning workers.
