Resident-centered care for displaced populations in complex disasters.

Introduction
With global instability and the prediction of future pandemics, new models of care are required for those temporarily displaced by complex disasters. In the COVID-19 pandemic, thousands of people entered quarantine and isolation facilities with no existing model of care. This research analysed the experiences of residents at the Centre For National Resilience (CNR), a large quarantine facility based in Northern Territory, Australia. Whilst in quarantine at CNR, people had little control over their environment and relied on the service to provide for their health and well-being. The project aimed to better understand residents’ priorities and concerns to develop an innovative model of care to implement in future events.
Methods
The methodological framework of translational research was implemented to conduct a complex review of domestic, international, humanitarian, and repatriated resident COVID-19 quarantine experiences. This included analysis of resident satisfaction surveys and resident-related email correspondence, correlated with a review of the service’s resident-related policies and procedures.
Results
The combination of results from the service review, resident surveys and emails led to the identification of nine core factors required to ensure residents are comfortable and safe: information, supportive staff, entertainment, safe & healthy environment, physical health, diet/meals, mental health, infection prevention and communication. A culturally safe environment was included as a tenth factor as indirect evidence highlighted this is a vital requirement. From the service perspective, focal points to meet these requirements were identified as: medical and clinical care, infrastructure and design, government direction and legislation, infection prevention and control, external partners, staff and site management systems, work health quality and safety, intercultural competence, communication and media, and Tele/health services.
Conclusion
Referred to as the resident-centered model of care, the components can be used to inform services of resident health and wellbeing needs and are adaptable to complex disaster responses where people are temporarily displaced.