Improving patient communication with relatives during the COVID-19 lockdown

Hawkins, Sophie Chandler Eleanor Koizia Louis

IntroductionThe strict visiting rules imposed by hospitals during the COVID-19 lockdown left patients isolated and relatives distressed by the lack of contact. The aim of this quality improvement project was to improve patient communication with relatives, thereby enhancing their recovery and experience.MethodIn-patients at St Mary’s Hospital, London were asked if they were able to contact their loved ones and if there was appropriate technology available to facilitate this. Teaching was then delivered to healthcare professionals highlighting the importance of patient communication with friends and family, and posters were displayed to promote communication opportunities. Additional equipment was procured (through donations) to aid the process. A second data collection was conducted after 3 weeks.ResultsThe initial results revealed that 30% of patients were unable to communicate with their relatives, and only 16.6% were being offered the opportunity to contact them. Comments following the initial data collection included: ‘I feel isolated because my family can’t visit, and I don’t have a mobile phone’, and, ‘the ward staff are too busy to call my family on the ward phone’. After the intervention 73.3% were offered the opportunity to contact relatives. There was a significant increase in use of the ward phone and video calls. This had an increase in both patient and family satisfaction;for example, a patient was able to ask a friend to deliver their belongings, and a daughter of a patient with dementia was able to encourage him to eat via a video call.ConclusionProactive use of technologies in healthcare settings can improve patient care. Organising a teaching session, obtaining equipment, and encouraging healthcare workers to facilitate these important moments during an in-patient stay can have a dramatic impact on both patients’ and their relatives’ wellbeing.