Table 3 Quotes on reasons for non-use of psychosocial support offered by the hospital

Unnecessary

Not needed

“No, I didn't use that supported at all. I, I, I know what it was there, but I just didn't need them. For me fortunately, I can leave my work at work.”—Q1, Medical specialist, C3, interview

“I deemed my complaints to be normal considering the hectic at work in combinations with the situation at home.”—Q2, Support staff, C2, survey

Other support

“At some point it was often pointed out like: “yeah the psychosocial support team is here, the palliative team is here, if you ever want to talk to someone, or social work.” But every time we had those talks we thought: actually it’s much better if we just uhm, evaluate in our own team and discuss whether there are certain things people want to talk about.”—Q3, Nurse, C3, interview

“I thought this was something I had to learn to deal with myself.”

– Q4, Nurse, C1, survey

“There were other institutions that I could approach for my care needs.”—Q5, Management, C2, survey

Unsuitable

Not helpful

“I believe it won’t have much effect.”—Q6, Nurse, C4, survey

“At the time I didn’t see the added value in it and with some members of the BOT team I don’t have a click.”—Q7, Support staff, C1, survey

Type of support

“When it was needed, it was only possible to do it online instead of face-to-face.”—Q8, Support staff, C3, survey

“[I] work a lot during the night and weekends, then there is no support available.”—Q9, Nurse, C2, survey

Lack of time

“I didn’t make time for it.”—Q10, Nurse, C2, survey

“I wasn’t being given the time or space to think about making an appointment or giving a call.”—Q11, Nurse, C2, survey

Unaware

Not sufficiently actively promoted

“I wasn’t aware of the existence of this team. For me personally I found out to late!!”—Q12, Manager, C1, survey

“During the first wave they sometimes visited and asked how you were doing. In the second wave, when I had corona myself, I actually didn’t really know where I could go to and what I then could say or ask.”—Q13, Physician resident, C1, survey

“I need this [psychosocial support]. Last week I went looking for the phone number, because during the beginning of the corona period it was communicated that everyone could call. The only thing I was now able to find was the working conditions service, and then the threshold is too high. So now I need help but cannot get it.”—Q14, Support staff, C1, survey

Unaware

More than COVID-19

“It would be nice to have such support also for non-COVID related stuff… Clearing your mind without having to go through an entire trajectory.”—Q15, Support staff, C2, survey

“Yes I came across it, that there was a living room where you could go to. Well, I really interpreted that as that being there for the people in the frontline. And I was not onsite so I, I never felt like that was addressed to me. And yes looking back I may have had the need to have a little extra talk or to be taken care of.”—Q15, Support staff, C3, interview

“Of course, people working from home also had quite some fears about COVID and stuff…. some really, really struggled just having to be home all the time and not talking to people, not seeing people, having difficulties concentrating at home. […] And from accounts I heard, they didn't feel supported.”—Q16, Support staff, C3, interview

Undeserving

Others need it more

“There were- there were phone numbers and on internet. You know, a lot of explanations going on… The blogs and- and that you could call if- if you wanted to talk. But it was, I think, not for me but for the nurses because they were- they were at the bedside where patients died. So, I guess, although I felt depressed the first few weeks, I- I didn't want to call that number because I felt it was nothing compared to what the nurses have to go through.”—Q21, Support staff, C3,

interview

“For me there is also a barrier because I think colleagues on the specific corona department should get priority.”—Q18, Support staff, C3, survey

“There is no one in the team of which I think: that person won’t take it anymore. […] But I think that that is for example different for the IC. […] and I think for the wards sometimes as well. […] During the first wave you had of course a lot [of patients] at the ward who were really sick but didn’t go to the IC. If you then have shift and four people die, yes that is of course not, not a nice shift.”—Q19, Physician resident, C2,

interview

“Yes actually, yes it was.. I wouldn’t be right if I said it was a piece of cake. […] [But] we’re a surgical ward, we are used to hectic situations and fluctuations in busyness. It’s either very busy or very quiet,, we’re used to that.” [But] the new colleagues from the paediatrics ward [who helped out on the COVID ward], for them I think it is really challenging.—Q20, Nurse, C1, interview