On-Demand Learning Lab: Crisis Command Culture and Healthcare Quality Professionals-5 things COVID-19 taught quality experts about leading during an emergency

5 things COVID-19 taught quality experts about leading during an emergency

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The COVID-19 pandemic forced hospitals to activate incident command systems and respond to rapidly changing regulatory and clinical guidance. Quality leaders faced an unprecedented pace of new reporting requirements—such as case counts, positivity rates, and later vaccination data—often with only a day’s notice. In a discussion with Nidia Williams, PhD (Lifespan Health System) and Stephanie Mercado (National Association of Healthcare Quality), five lessons emerged about leading effectively during emergencies.<br /><br />First, incident command success depends on placing the right people in the right roles and ensuring they clearly understand their responsibilities; not everyone is suited to incident command, and many of the strongest performers already work in quality and safety. The pandemic also exposed the need to expand quality and safety training across more staff.<br /><br />Second, the core competencies and tools needed in a crisis are familiar to quality professionals. Methods like rapid-cycle improvement (e.g., Plan-Do-Study-Act) help teams plan, execute, assess results, and adjust quickly—useful in situations such as managing PPE shortages through day-to-day monitoring and balancing supply access.<br /><br />Third, when urgent decisions are required, organizations should reduce unnecessary hierarchy and layers of approval. COVID-19 demonstrated that faster, more streamlined decision-making is possible, with the understanding that processes can be refined as new information emerges.<br /><br />Fourth, the crisis increased recognition of quality leaders as essential organizational leaders, not just managers of isolated quality or safety domains. Their systems-thinking and improvement skill sets helped guide broader organizational response efforts.<br /><br />Finally, the speakers emphasized that preparation for future emergencies must start immediately by strengthening quality competencies through available education and training.

Keywords

COVID-19 pandemic response

hospital incident command system

healthcare quality leadership

emergency regulatory reporting requirements

case counts and positivity rates reporting

vaccination data reporting

rapid-cycle improvement

Plan-Do-Study-Act (PDSA)

PPE shortage management

streamlined decision-making in crises