Rapid Implementation of a Volunteer-Run Service to Combat Social Isolation in Hospitalized Patients During the COVID-19 Pandemic

Lyon, Zoe; Yang, Rachel; Savoie, Marissa B; Schear, Sarah; Dong, Jessica; Javaherian, Kavon; Hauser, Karen; Sarkar, Urmimala; Garcia-Grossman, Ilana

doi:10.1097/01.jmq.0000733452.79287.c2

Cited by 4 publications

(2 citation statements)

References 2 publications

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“…Trainees used a rapid quality improvement approach to design the video visit navigation program aimed at facilitating video visits between patients and their support persons [ 3 , 10 ]. Trainees created a consultative service staffed by medical student volunteers, who fielded referrals from clinicians of patients who would benefit from a video visit with their support persons.…”

Section: Methodsmentioning

confidence: 99%

Impact of a resident and student-led video visitation navigation program

et al. 2022

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Background Many institutions implemented telehealth initiatives to provide social support for patients during the SARS-CoV-2 (COVID-19) pandemic. Little is known about the impact of these programs on patient support persons and the trainees who facilitated them. Objective To assess perceptions of a resident physician and medical student-driven video visit program. Methods We designed and implemented a trainee-led video visit navigation program across three affiliated urban hospitals to facilitate video visits between patients and their support persons. We used descriptive statistics to understand the patient population served by the program and employed surveys for support persons and trainees to assess attitudes on the program. Results From April to June 2020, a total of 443 video visits were completed. Surveys were conducted for 101 out of 184 (54.9%) support persons and 39 out of 65 (60.0%) of medical trainees. Surveys demonstrated that video visits helped alleviate the stress and anxiety of support persons having a hospitalized loved one they could not visit. For trainees, facilitating these connections helped mitigate stress and provided a mechanism to contribute to the pandemic response. Conclusion Telehealth navigation programs provide high levels of connection for patients and their support persons during the COVID-19 pandemic and potentially beyond. Residents and medical students involved in these initiatives mobilized telehealth modalities to improve experiences with care delivery.

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Section: Methodsmentioning

confidence: 99%

Impact of a resident and student-led video visitation navigation program

et al. 2022

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“…Following each courtesy phone call, the volunteer would document the length of the call and the topics discussed. Although various initiatives aimed at reducing social isolation, such as telephone contact [ 7 , 8 ] and video telephony using robots [ 9 ], were implemented in health systems during the COVID-19 pandemic [ 10 ], to our knowledge, few initiatives have been implemented in hospital settings [ 8 , 11 , 12 ].…”

Section: Introductionmentioning

confidence: 99%

Reducing social isolation during the COVID-19 pandemic: Assessing the contribution of courtesy phone calls by volunteers

Normandin

Wong²,

Dumez

et al. 2022

PLoS ONE

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Context During the COVID-19 pandemic, restrictions were imposed on visits in hospitals in the province of Quebec, Canada in an effort to reduce the risk of viral exposure by minimizing face-to-face contact in order to protect patients, visitors and staff. These measures led to social isolation for patients. In order to reduce this isolation, CHUM (the Centre hospitalier de l’Université de Montréal, a teaching hospital) shifted from in-person visits to courtesy telephone calls delivered by volunteers from CHUM’s Volunteers, Recreation and Leisure Department. Objectives To study: (1) the contribution made by these calls to reducing isolation and their limitations, (2) how the calls can be improved, and (3) whether they should be maintained, based on the views of patients and volunteers. Methodology This study examined two populations. The first one consisted of 189 adult patients hospitalized at CHUM who received a courtesy phone call from a volunteer and the second one consisted of the 25 CHUM volunteers who made these calls. Quantitative data were collected from patients and volunteers through questionnaires and a Smartsheet. The patient questionnaire evaluated isolation, the courtesy phone calls, the relationship of trust with the volunteer and sociodemographic questions. The volunteer questionnaire evaluated the appropriateness of the technology for the intervention, the support and training received, the impacts of the courtesy phone call on both the patients and the volunteers, an experience report and sociodemographic information. In addition, a focus group was held with 7 volunteers. Then the verbatim were transcribed and analyzed using QDA miner software. Results From April 27, 2020 to September 5, 2020 more than 11,800 calls were made, mainly concerning hospitalization conditions or home follow-ups (n = 83), and relationships with relatives, friends, and family (n = 79). For 73.6% of hospitalized patients, the courtesy calls from volunteers were a good response to their needs, and 72% of volunteers agreed. 64.5% of patients felt less isolated and 40% of volunteers felt useful. Conclusion Our data suggest that patients felt less isolated during their hospitalization because of the courtesy calls made by the volunteers, that smartphones could also be used for video calls and, finally, that maintaining this type of service seems as relevant after as during a pandemic to provide social interactions to people isolated for medical reasons.

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Mobilising volunteer groups, communities and agencies during the pandemic: a rapid realist view of the evidence

Kneale,

Bangpan,

Hartley

et al. 2023

Humanit Soc Sci Commun

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The COVID-19 pandemic represented a rise in ‘people power’ globally, expressed through manifold acts of kindness, solidarity and mutualism as communities organised and came together where governments could or would not. In this study we were interested in the mechanisms through which communities and agencies extended existing practices and structures to respond to the pandemic or adopted new ways of organising. We undertook a rapid realist systematic review, following established steps and drawing on the Volunteer Process Model as our core theory. We worked with 59 studies to identify the mechanisms through which individuals, agencies and organisations, and communities mobilised and we identified six mechanisms. Gaining experience and developing role identity were key in mobilising volunteers to undertake activities and also resulted in positive outcomes for the volunteers themselves. Adaptability ensured that individuals, groups and local agencies and organisations were able to respond to the changing needs of beneficiary groups. Co-ordination helped communities, agencies and mutual aid groups to work together rather than in competition. Emotional support, support in the form of social and material recognition, and support through training were important in sustaining a volunteer workforce and protecting the wellbeing of the volunteer workforce. Altruism was a key motivator for stepping up during the pandemic and becoming a volunteer while greater trust was linked with the extent to which groups and communities were able to scale up efforts to respond to higher demands during the pandemic. While the COVID-19 pandemic represented a period of great social upheaval, it illuminated the ‘power of people’ working together. Our findings identify six key mechanisms that supported this mobilisation, which may be critical to activate in future health emergencies, but are also largely reflective of investments made before the pandemic to support the development of social capital and the development of volunteering infrastructure.

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Rapid Implementation of a Volunteer-Run Service to Combat Social Isolation in Hospitalized Patients During the COVID-19 Pandemic

Cited by 4 publications

References 2 publications

Impact of a resident and student-led video visitation navigation program

Impact of a resident and student-led video visitation navigation program

Reducing social isolation during the COVID-19 pandemic: Assessing the contribution of courtesy phone calls by volunteers

Mobilising volunteer groups, communities and agencies during the pandemic: a rapid realist view of the evidence

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