The obstetric and gynecological service providers’ and recipients’ perception and experience of the quality of obstetric triage services during the COVID-19 pandemic in Iran

BACKGROUND: Enhancing the quality of obstetric triage services requires a clear perception of the current situations and problems, this issue gained more importance during the COVID-19 pandemic. The purpose of this study was to explore the obstetric and gynecological service providers’ and recipients’ perception and experience of the quality of obstetric triage services during the COVID-19 pandemic. METHODS: This research was a qualitative study carried out using conventional content analysis. Participants were selected through purposive sampling, and data collection was conducted using in-depth semi-structured interviews. Data were analyzed using MAXQDA software and conventional content analysis. Validity of the data was approved based on four criteria: credibility, dependability, conformability and transferability. RESULTS: Five themes emerged through analysis: “unpreparedness to deal with the COVID-19 resulting in disorganized triage”, “threat to the physical and mental health of personnel during the COVID-19 pandemic”, “degradation of the quality of services due to improper triage structure during the COVID-19 pandemic”, “communicating with patients which is neglected during the COVID-19 pandemic” and finally “accountability required to improve the provision of services during the COVID-19 pandemic. CONCLUSION: Obstetrics and gynecology service providers and recipients faced formidable challenges in the triage department during this pandemic caused by the complex and ambiguous nature of the Coronavirus. Identifying the problems, barriers and challenges in providing services to patients in this situation especially in triage, can lead to an improvement in the outcome of services.