Hospital-based Telework: The Pandemic Pilot

Date of Award

Spring 2022

Document Type


Degree Name

Doctor of Healthcare Administration (DHA)

Committee Chair

Alyncia Bowen

Committee Member

Michelle Geiman

Committee Member

Bora Pajo


This narrative inquiry dissertation study explored the experiences of nonclinical hospital staff placed on pandemic-imposed telework status from the spring of 2020 – spring 2022 due to COVID-19. The purpose of this study is to address gaps in the existing literature regarding the feasibility of hospital staff to telework and identify ways to strengthen manager trust in the context of remote work. The study provides an in-depth narrative on the impact of telework on nonclinical care hospital departments and to addresses lessons learned in making remote work more feasible. This study utilized qualitative narrative inquiry approach to address the central research question and two sub-questions. A convenience sample of 11 hospital staff who experienced pandemic imposed telework participated in open ended Microsoft Teams interviews and gave in depth feedback on their lived experience with telework. Verbatim transcripts were used to code and analyze emerging themes. ATLAS.ti Cloud software was used to code and develop thematic analysis of the interviews. A total of 72 unique codes and eight themes resulted from the analysis of the interviews. The result is six recommendations that support the roll out of telework within hospitals. These findings support current research regarding strengths and weaknesses of telework and identify ways to support managers and staff moving forward. Additionally, the research fills the gap in literature regarding the feasibility and experience of telework by nonclinical hospital staff.