Assessment of primary care services operational resilience by patients: Implications for COVID-19 recovery

Abstract

While the National Health Service of the United Kingdom recovers from COVID-19, it's crucial to assess the impact of the dynamic capabilities within its healthcare services to ensure future public health protection. This study adopts mixed methods of literature review and surveys. Survey findings reveal that agility, flexibility, and building redundancy proved instrumental in reconfiguring resource foundations swiftly and fostering new partnerships. These actions were essential for sustaining service quality and efficiency. The analysis recommends that patients and healthcare professionals should co-design a technology-driven primary care service provision that is person-centric and digitally inclusive. Furthermore, primary care service stakeholders should develop targeted collaborations, and workforce development should be a priority to increase medical reserve in the healthcare system. This research provides empirical evidence, enabling the National Health Service to persist in enhancing dynamic capabilities and reinforcing resilience for anticipated and unforeseen future challenges.