‘Sampark’ (Communication) to connect with patient`s family in COVID times

ABSTRACT

The Novel Coronavirus posed a unique type of challenge that the healthcare industry across the globe faced. Despite the prevalent infection control practices and infrastructural controls pre-existing in the healthcare organizations, the virus demanded further changes not only in the infrastructure, but also in our day to day practices and behavioral patterns. In the journey of coming forth and delivering best care, satisfaction of patient attendants was a challenge. Due to COVID appropriate regulations, family was not able to meet their Loved ones during admission in hospital.The Hospital Management along with senior clinicians looked into the root cause through Ishikawa Analysis .How the Patient satisfaction score decreased to 92% in IPD. Ishikawa Analysis churned up the reason for dissatisfaction . During difficult COVID times, families were already under lot of psychological stress and not being able to meet their loved ones who were admitted in the hospital further adding to their dissatisfaction.InterventionStep 1 -In View of addressing the communication Barrier, a dedicated family liaison team was established. Step 2-At the time of patient admission, one dedicated SPOC and contact details of designate attendant was taken from the patient family to share a real time feedback with them.Step 3- Any challenge what so ever was escalated to Medical Admistration Team Step 4- ‘ Family Liaising Team’ was in touch with the on ground staff in COVID facility for any escalations and condition of the patient. Step 5 Particular time slot was fixed for family briefing daily by the treating doctor.ImpactThe impact has been multi-layered where certain changes did show an instant effect to its full magnitude. Patient Satisfaction Score increased from 92% to 96%.Appreciations from Patients and Family Members on different platforms like Google reviews ,twitter and software for patient satisfaction.