Development of a Communications Program to Support Care of Critically Ill Coronavirus Disease 2019 (COVID-19) Patients

Abstract

A significant role of intensive care unit (ICU) workforce is ongoing communication with and support for families of critically ill patients. The COVID-19 pandemic has created unanticipated challenges to this essential function. Restrictions on visitors to hospitals and unprecedented clinical demands hamper traditional communication between ICU staff and patient families. In response to this challenge, we created a dedicated communications service to provide comprehensive support to families of COVID-19 patients, and to create capacity for our ICU teams to focus on patient care. In this brief report, we describe the development, implementation, and preliminary experience with the service.

Family-centred care of patients admitted to the intensive care unit in times of COVID-19: A systematic review

“… It was observed that visits by relatives encouraged coping with the situation, generated a bond of trust with the professionals and allowed them to receive emotional support from the ICU team. ( Wendel et al, 2020 ) Qualitative study. Description of the formation and implementation of a Family Medical Communication Team to liaise between families and intensive care teams.…”

“…Within the selected documents, the use of telecommunication systems is the main mode used to contact families ( Aziz et al, 2020 , Cattelan et al, 2021 , Dhala et al, 2020 , Mistraletti et al, 2020 , Suresh et al, 2020 ). In many cases, telephone calls are used ( Mistraletti et al, 2020 , Wendel et al, 2020 ), although video calling is the most recommended and used system when available (Hwang, Zhang, Andrews, Gonzalez, et al, 2021; Intensive Care Society, 2020 , Mistraletti et al, 2020 , Piscitello et al, 2021 , Valley et al, 2020 ). Videocalls are used to connect families with their loved ones, for contact with healthcare staff during rounds and for clarification of doubts among other functions ( Dhala et al, 2020 , Griffin et al, 2020 , Mendiola et al, 2021 ).…”

“…To provide FCC during the pandemic, a number of figures emerged who could provide support to ICU teams to enhance communication with the family, thus facilitating multidisciplinary interventions. Among the selected studies, the figures mentioned were the Palliative Care team ( Griffin et al, 2020 , Lipworth et al, 2021 , Mendiola et al, 2021 , Piscitello et al, 2021 , Selman et al, 2020 ), Social Work, Spiritual Guides, volunteers ( Aziz et al, 2020 ) or other medical specialties with reassigned roles due to the pandemic ( Suresh et al, 2020 , Taylor et al, 2020 , Wendel et al, 2020 ).…”

“…Methods to encourage family engagement described in the reviewed literature include the creation of liaison groups between intensive care units and families, which are responsible for carrying out the process of communication and resolving doubts ( Dhala et al, 2020 , Lipworth et al, 2021 , Rose et al, 2021 , Suresh et al, 2020 , Taylor et al, 2020 , Wendel et al, 2020 ).…”

Impact of Hospital Visitor Restrictions during the COVID-19 Pandemic

“…The FMCT model, implemented by Wendel and colleagues provided a 24-hour per day/7 days per week liaison service to support families of patients admitted to the ICU. 43 This model was associated with (1) an improved transfer of information, (2) reduced fear that their loved one was alone, and (3) provided FMCT members a sense of renewed purpose during the pandemic.…”