Authors: (including presenting author): :
HO SKS, CHU KMW, LI HY, LI PY, CHAN YK, TSOI YK, YUEN WM, LUI PK, MAK PK, KNG PLC
Affiliation: :
Geriatrics Division, Department of Medicine & Geriatrics, RTSKH
Introduction: :
The Hospital Authority’s emergency response to the Novel Coronavirus epidemic put in place no visitation policy since 25 Jan 2020. “No visiting in all public hospitals” could prevent spread of virus but come at a cost to seniors’ mental health and well-being; it violated the norm of social connection between patients and families; especially for the elders or long stay infirmary patients. Elderlies might develop hollow feeling or even anxiety and depression when human connections are broken down. Anticipating the needs of our patients and their families, we initiated the elder friendly practices - video call virtual visit service since middle of Feb 20 at the Division.
Objectives: :
Innovative video call virtual visiting during COVID pandemic to improve psycho-social wellness of patients and families, facilitating patient condition updates, rehabilitation and discharge planning.
Methodology: :
The virtual visiting using WhatsApp video call or FaceTime was implemented in all Geriatric wards. Video call was made within 3 days after obtaining verbal consent, and targeted to call weekly. Additional calls will be made on need basis for patients and families. Enablers for service success included nursing staff engagement; setting up service routine; provision of introductory leaflets, purchasing smart phones, data cards, headphones, hand free devices etc. The introduction of group call allowed 3-4 parties communication especially suitable for families staying overseas and family conference. A google e-form was developed for collection of feedback and rating satisfaction level.
Result & Outcome: :
Until Oct 20, 679 patients had received the service and 2244 video calls had been made. Total clients were 408 (60%) female, 271 (40%) male, age ranged from 33-107 with median 88. Amongst which, 39 (6.0%) were CIWL cases, 34 (5.3%) under end-of-life care, 279 (43.1%) were extend care and rehabilitation cases and 295 (45.6%) acute cases. Most of the calls lasted for 3- 10 mins, and some lasted longer (30 – 40 mins) for patients needing psychological support from families. With the help from the nursing staff, 30% of the frail patients were able to stay connected to families using non-verbal cues.
Total 264 cases responded to the e-survey, more than 72% fully supported the service as it eased their worries and appreciated efforts of the nursing staff. The icareCOVID virtual visiting is a very meaningful service during COVID-19 pandemic. It appraises our inherent need for human connections and can be implemented smoothly in clinical settings. Most importantly, it inspired a new mode of visiting in the healthcare system.
