Authors (including presenting author) :
Chow YK(1), Chan TM(1), Hai SF(1), Lai YK(1)
Affiliation :
(1)Palliative Care Unit, Our Lady of Maryknoll Hospital
Introduction :
During the outbreak of novel Coronavirus Disease (COVID-19), the Hospital Authority (HA) implemented restricted visitation policy. Misunderstanding and conflicts with patient and families is predictable if lack of communication. A project on proactive end-of-life communication during the period is therefore conducted in the Palliative Care Unit.
Objectives :
1. To foster a positive and proactive culture in communication with patient’s family or significant others. 2. To enhance comprehensive communication using a structured framework.
Methodology :
A form which consisted of a list of essential aspects about patient’s physical condition and medical information was designed for guidance and record of phone interview to ensure comprehensiveness. Number of phone calls received from patient’s family was also recorded. Nursing staff was reminded to make phone calls regularly to enhance continuous communications
Result & Outcome :
From 29 January to 30 April 2020, a total of 981 phone interviews were conducted. On average, around 10.6 calls were made every day (in a 29-bedded unit). Positive feedbacks were received from both of the staff and families. Nurses agreed that the project had fostered a positive and proactive culture in communication, and rapport was built through regular contact. The form was simple and easy to use which also provided a useful guide for optimizing communication. A number of families appreciated of nurses’ phone calls and satisfied with the proactive communication.
