Communication Plan: Patients with Suspected COVID-19

Hospital visitation policies have continued to evolve throughout the pandemic resulting in visitation restrictions for COVID patients. To positively shape the experience for patients, families, and care providers a new communication plan utilizing virtual visiting emerged. The purpose of this quality improvement project, developed based on the caring theory, is to explore if implementing iPads with virtual visiting capabilities is effective in increasing patient and family satisfaction. IPads were deployed throughout a large, emergency department located in the southwest United States to enable virtual communication among patients, families, and healthcare workers to measure the patient and family’s satisfaction. After the virtual visit the patient and family member had the option to complete a satisfaction survey. The anonymous post-visit Likert-scale surveys measured (1) ease of iPad use, (2) staff engagement, and (3) mental health - coping and stress. Participants were recruited via the electronic medical record that displayed patients being ruled out for COVID. Data was analyzed using descriptive analysis and the results showed high levels of satisfaction among the patients and families in all areas. There is sufficient evidence to suggest that the availability of virtual visits is beneficial for patients and families. The implementation of video communication via iPad showed high levels of patient and family satisfaction, mental health outcomes and increased family involvement.