OBJECTIVES: This study aimed to explore how emergency department (ED) organisations and clinicians adapted to altered prerequisites during the first wave of the COVID-19 pandemic, the processes involved and the consequences. In addition, we examined how the ordinary state affected resilient performance during this period.

DESIGN: This qualitative study involved inductive thematic analysis of semi-structured interviews and narratives.

SETTING: Three hospital-based EDs, one county and two rural hospitals, located in two Swedish regions were studied.

PARTICIPANTS: A total of 12 participants, 80% of whom were women, were recruited. The participants included two physicians, three registered nurses, three assistant nurses and four nursing managers working at the three EDs before and during the first pandemic wave.

RESULTS: The overarching theme 'anchored in the eye of the storm' emerged. This theme suggests that resilient performance during the pandemic was facilitated by ordinary adaptive capacity in the ED. A thematic map and seven main themes with a total of 25 subthemes explain the process. The ordinary state of conditions in the ED was challenged with the emergence of the COVID-19 pandemic. Altered prerequisites were perceived partly as a new reality in addition to business as usual. The adaptations included organise to regain control and developing new strategies to manage the situation, mainly by initiatives among clinicians. The consequences included perceived strain and frustration and partially impacted quality of care. However, an increased sense of cohesion among clinicians and enhanced knowledge were also noted.

CONCLUSION: During the pandemic, a partially new reality was experienced, although work also continued largely as business as usual based on experiences of crowding, established preparedness plans and ordinary adaptive capacity. Despite dealing with a previously unknown patient group, the experience of working with critically ill patients and establishing structured work processes proved advantageous and facilitated resilient performance.