Microsoft Teams and team performance in the COVID-19 pandemic within an NHS Trust Community Service in North-West England

Abstract

PurposeThis study aims to evaluate the impact the introduction of Microsoft Teams has had on team performance in response to the COVID-19 pandemic within a National Health Service (NHS) Community Service.Design/methodology/approachMicrosoft Teams was rolled out across the NHS over a period of four days, partly in response to the need for social distancing. This case study reviews how becoming a virtual team affected team performance, the role Microsoft Teams had played in supporting staff to work in higher virtuality, understand what elements underpin a successful virtual team and how these results correlate to the technology acceptance model (Davis, 1985).FindingsThe findings indicate that Teams made a positive impact to the team at a time of heightened clinical pressures and working in unfamiliar environments without the supportive benefits of face-to-face contact with colleagues in terms of incidental knowledge sharing and health and well-being.Originality/valueFurther developments were needed to make virtual meetings more accessible for introverted colleagues, support asynchronous communication, address training needs and support leaders to adapt and operate in higher virtuality.