Authors (including presenting author) :
HY Kwan(1), KH Chung(1), A Chan(2), A Lo(3), P Tang(4), H Tang(4), HF Cheung(5), YC Lau(5), PK Ng(6), KH Ting(7), R Chau(8), F Hui(9), L Law(4), B Ng(10), A Yam(11), JMY Lam(12)
Affiliation :
1. Q&S Office, Kowloon Hospital 2. Patient Services, Kowloon Hospital 3. Information Technology, Kowloon Hospital 4. Administrative Division, Kowloon Hospital 5. Department of Psychiatry, Kowloon Hospital 6. Department of Respiratory Medicine, Kowloon Hospital 7. Department of Rehabilitation, Kowloon Hospital 8. Physiotherapy Department, Kowloon Hospital 9. Central Nursing Division, Kowloon Hospital 10. Occupational therapy Department, Kowloon Hospital 11. Finance Division, Kowloon Hospital 12. HCE, Kowloon Hospital
Introduction :
Due to COVID-19 pandemics, Emergency Response Level was activated since January 2020. No visiting was allowed in all wards. This exerted great stress to patients and their relatives, and inevitably adversely impacted their relationships with health-care workers. A people-centered initiative in providing virtual visit was put forward.
Objectives :
To provide and facilitate virtual face-to-face visit between patients and relatives through telecommunication.
Methodology :
Video Visiting Service was first piloted in Department of Rehabilitation in KH since March 2020 and then extended to all departments. Three principles were followed: 1. Strictly observe infection control measures; 2. Respect patient’s privacy and confidentiality; 3. Minimize disturbance to hospital operation. A dedicated central hotline was introduced for visitors to book appointment. Two video visiting counters with partition were set-up in non-clinical areas of KH. Only registered visitors could gain access through checkpoints at hospital entrance at the scheduled time-slot. Counter staff commenced smart device connection. Ward staff assisted patients for the visit. After the visit, disinfection was done thoroughly. A user survey was conducted in November to evaluate the service.
Result & Outcome :
Demand for video visit service has been high. From 16.3.2020-31.12.2020, 7980 relatives have made 3959 video visits in KH. Service capacity has been optimized to minimize service waiting time. Positive feedbacks have been received. Among the two-hundred visitors who completed the user survey, more than 90% of them were satisfied with our service. The success of this service came from the concerted effort of both clinical and non-clinical departments. This project was kick-started within a short timeframe smoothly, as the well-defined principles guided workflow design and elucidated everyone’s role and goal. Many difficulties were overcome by staff’s unconditional contribution and enthusiasm in providing quality services. Most visitors and patients were elderlies who have problems in handling smart devices. Ward staff readily assisted them despite their stressful ward duty during the pandemics. Allied health departments have no hesitation in deploying their staff to support the service. Smart devices were sourced timely and upgraded according to need. This service would be continued after the pandemics to benefit patients staying in airborne infection isolation room(AIIR) where visiting was not allowed.
