“I don’t know how we would have coped without it.” Understanding the Importance of a Virtual Hospital Visiting Program During the COVID-19 Pandemic

Abstract

As the COVID-19 pandemic reached Canada in full strength, the concept of allowing visiting to patients became an impossibility in most healthcare organizations. In March 2020, hospitals across Canada made the decision to close to visitors. This was a complicated decision which left admitted patients with very little option for connecting with family and friends other than through the telephone. In response, North York General Hospital launched a virtual family visiting (VFV) program across all inpatient units. Here we report the findings of a qualitative study of the program informed by an interpretive descriptive approach. Interviews were conducted with families who participated in the VFV program at North York General Hospital in Toronto, Canada during the first wave of the COVID pandemic. A total of 24 family members were interviewed. As anticipated, the family members were all extremely pleased with the opportunity to connect virtually and very satisfied with the VFV program. What was less anticipated was the anxiety and distress that families experienced in being separated from their loved ones. Our data analysis revealed 4 key themes which we have labeled (a) the unforeseen consequences of separation trauma, (b) increased vulnerability of patients and family, (c) a lifeline of human connection, and (d) the role of the facilitator as a connector. This work contributes significantly to a system-level understanding of the impact of imposed separation, increased vulnerability, and the importance of providing an alternative way for families to be present with their loved ones in these unprecedented times.

Strategies Used by Nurses to Maintain Person–Family Communication during the COVID-19 Pandemic: A Scoping Review

“…Results highlighted that communication with the patient and family of the hospitalized patient is extremely important, as it is crucial to reduce anxiety and anguish (both in families and hospitalized patients) [ 14 , 15 ]. These findings are in line with current research that supports the central role of assertive communication in healthcare and clinical decision making [ 14 , 15 , 16 , 17 ]. In addition, our findings reveal that virtual visits offered an alternative way to [ 1 ] restore family unity, [ 2 ] facilitate family involvement, and [ 3 ] allow for the expression of the family’s feelings.…”

“…Evidence increasingly supports the impact of family presence on improving patient care experiences and outcomes and on the mental and physical well-being of patients, families, and healthcare professionals [ 15 , 16 , 17 , 18 ]. Results highlighted that communication with the patient and family of the hospitalized patient is extremely important, as it is crucial to reduce anxiety and anguish (both in families and hospitalized patients) [ 14 , 15 ].…”

“…Virtual visits made it possible for multiple family members to simultaneously communicate and interact with the hospitalized relative and restored a sense of family unity [ 12 , 16 , 17 ]. Also, the family involvement level in end-of-life presence and the communication guidance activities, highlighted how the virtual visit could contribute to effective family-centered care [ 7 , 16 ].…”

“…Several studies report that at the beginning of the COVID-19 outbreak, families felt that they were losing vital information, so communication with the health team was very important for them. They also felt some anguish since this information was not standardized or structured, depending on the different nurses in charge [ 5 , 7 , 16 , 17 , 18 , 19 ]. Some family members took the opportunity to be updated on their patient clinical status during phone call contact with healthcare professionals and some studies described these experiences as “disappointing”, “excellent” or “impersonal”, and express that communication with nurses was generally more consistent than communication with physicians [ 5 , 12 , 19 ].…”

Aktuelles aus der Kommunikation in der Intensivmedizin

“…Mittels virtueller Besuchsmöglichkeiten ("virtual family visiting") wurden Maßnahmen gegen soziale Isolation und zur Förderung der körperlichen Gesundheit und Genesung, insbesondere bei älteren Patienten und Patientinnen, etabliert. Diese Programme wurden auch nach dem Ende der COVID-19-Pandemie fortgesetzt [2].…”