Hospitals put Covid-patients and loved ones in touch
Netcare deployed 30 social workers to support patients and their families in non-clinical patient liaison roles, and is in the process of recruiting more. This enables healthcare workers to focus solely on their clinical and nursing duties.
Hospitals have managed to find a way for patients’ loved ones to find out their progress while in hospital being treated for Covid-19.
Netcare launched a dedicated support line on Monday to keep next-of-kin informed of the status of their loved ones who have been hospitalised with Covid-19.
The number for the Netcare Family Connect Line is 0800-111-266. It will be operational weekdays from 08:00 to 18:00 and weekends from 08:00 to 17:00.
Dr Richard Friedland, chief executive officer of Netcare, said where possible, Netcare will endeavour to facilitate direct communication between patients and their families. This is in line with the healthcare group’s focus on placing each patient in hospital and their loved ones at the centre of the care provided to them.
“The significant surge in people with Covid-19 infections requiring hospitalisation forced us to focus our attention primarily on optimising our clinical resources to provide the best and safest care possible for all patients,” he said.
“Unfortunately, as a result of the strain on our resources, communication with patients’ loved ones has at times been affected.”
He said the group understands that the hospitalisation of a loved one can be very stressful and provoke anxiety for the next-of-kin.
“Especially during this time when, in order to mitigate the risk of the virus spreading in our hospitals, visitation has been suspended other than in exceptional cases.
“As a result, and in an effort to improve communication, we set up the Netcare Family Connect Line.”
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He said the line makes it possible for families to engage with dedicated personnel, mainly social workers deployed for this purpose.
They will provide information on the status of loved ones admitted with Covid-19 to any of the Netcare hospitals countrywide, whilst maintaining patient confidentiality.
“The service enables patients’ next-of-kin to connect with one of our team of trained call centre professionals, who will facilitate the feedback process. A dedicated Netcare representative at the hospital where the patient is cared for will obtain information on the patient’s status, and will personally phone the family member to provide feedback,” he said.
“Messages to and from the family and patient will also be relayed where direct communication between the family and patient is not possible. Feedback will be provided within hours of the first enquiry and thereafter on a daily basis.”
Netcare has, since the start of the month, already recruited and deployed 30 social workers to support patients and their families in non-clinical patient liaison roles.
This enables healthcare workers to focus solely on their clinical and nursing duties.
Netcare hospitals are in the process of expanding the number of social workers to ensure that their services will continue over weekends too.
“Already, we are seeing the profound value that the social workers’ efforts brought families through facilitating better communication in these unprecedented times. We believe that this telephonic support service will enhance connection between patients and their loved ones even further,” he said.
Regional Manager of Life Healthcare, Johan Holder said at Life Healthcare, enquiries about patients by loved ones are managed at a hospital or ward level.
“Our staff in different wards or areas are contacting family members to update them on the patient’s condition, as and when required, especially those who are unable to engage their family at home.”
Steve Biko academic hospital also has a direct line where family members can follow up on progress of loved ones at 012-354-5597.
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