Lenmed launches virtual visits for critically ill patients
'It also gave us an opportunity to engage with my mother and let her know that we are keeping her in our prayers' – family member about app.
Loved ones of critically ill patients at Lenmed Randfontein Private Hospital may now schedule virtual visits with their family members.
Marietha van Vuuren, hospital manager, said because Lenmed understands what it means to have a loved one in hospital during Covid-19 and not being able to visit, it prompted the launch of key enhanced customer experience initiatives. One of these has been to enable loved ones to virtually visit a critically ill patient by means of a tablet placed in intensive care units.
She said Lenmed Randfontein Private Hospital effectively rolled out this initiative, called ‘Kopano’, in August and has successfully connected several patients with their families using state-of-the-art technology that allows doctors, patients and family members to visually interact and communicate clearly with each other. Kopano means to be together in Tswana.
“Family interaction during critical illness facilitates the overall well-being of the patient, and promotes a sense of security and reassurance for the patient.
Kopano has been beneficial to the families as well; it is hard to accept that you cannot physically see your loved ones in hospital.”
One family member who experienced the virtual visit stated that he was not ready for the emotional turmoil that came with his mother being admitted in a critical care unit and not being able to see her, “…fortunately the facility where my mom is admitted made adequate provision for the new virtual reality we are living in. We were promptly set up to use the patient visit app thus allowing us access to our mom daily. It also gave us an opportunity to engage with her and let her know that we are keeping her in our prayers.”
In addition to this initiative and Lenmed’s traditional extensive customer experience practices, the Lenmed group has introduced the following:
• All patients are visited or called daily by the hospital customer-experience team
• The loved ones of critically ill patients are called daily and updated as to the progress of their family member
• A customer-experience focused telephone line has been introduced for any family members of their patients or patients themselves who would like to offer feedback or require further information
The group has developed a significant amount of information which is available across its social media platforms as well as their website. The Covid-19 pandemic remains fluid and it would benefit people to follow them on social media or regularly visit their website to stay informed and up to date.
Please be assured, the safety of our patients, employees, visitors, doctors and community members is our priority. Our staff and facilities are prepared for the Covid-19 outbreak. Our procedures are aligned with the NICD guidelines. Do not neglect your health during Covid-19; our hospitals and doctors are prepared and ready to assist you,” Marietha concluded.
