Page 5 - Castle MD Spring 2020

COVID-19 Care: Here is what patients want to hear from their providers
By Steve Bovey, Quality Supervisor
Recent studies by the National Research Corporation (NRC), who administers our patient experience surveys, has provided the following information compiled by the patients in their nationwide database.
The outbreak of the coronavirus (COVID-19) has many patients feeling anxious. It’s no mystery why—the virus’s spread has been alarmingly fast. Patients
Navigating Stressful
Seasons:
What I learned from SARS, the first pandemic of the
21st Century
by Emory Gaskins, Chaplain
Emory Gaskins with his family in Hong Kong in 2003.
aren’t always feeling comforted by their visits to their providers. And emotional support is a major issue for patients with concerns about the coronavirus: while just 21 percent of general patient comments are about emotional support, among patients who mentioned the coronavirus, 44 percent raised concerns about emotional support.
Here are a few basic recommendations, based on patient comments, that healthcare providers can implement to demonstrate human understanding:
• Give patients a chance to voice their anxieties.
• Show empathy while hearing their concerns.
• Ensure staff are consistent—and visible—in their hygiene practices. In addition, it is important to verbalize that you are using PPE for their safety.
In 2003 my family lived in Hong Kong where the SARS epidemic started. A city of eight million people packed into a space two thirds the size of O‘ahu, Hong Kong came to a standstill.
The airport, restaurants and streets
were empty. Meetings were canceled. Businesses were hurting. Hospitals
were scrambling to respond. Trips were postponed. People were quarantined. School was out for nine long weeks for our three children. People had more questions than answers about this new virus and lived in fear of contracting SARS or passing it on to others. Masks were the norm. Sound familiar?
Our family was able to make it through the SARS epidemic. I wasn’t in the healthcare field then, but there were seven practices we developed that I hope will help you as you meet the challenges of this current pandemic.
1. Believe God and talk to Him. He is compassionately aware of all we are experiencing. This doesn’t mean we are granted immunity from trouble or disease but telling God how we feel helps us give voice to our fears and experience God’s peace.
2. Do everything you can to be safe and careful. Share with your loved ones how you are doing this.
3. Limit the news. Bad news upon bad news creates anxiety.
• Educate patients and family members about hand-hygiene—and about the signs and symptoms of COVID-19—so they can stay safe after discharge.
• Follow up with patients at home to ensure they’re not developing any complications and are on track in their recovery.
Of course, patients aren’t the only ones feeling anxious about the coronavirus. All of us who work in healthcare are feeling it too. Our frontline staff, in particular, is facing enormous pressure in their roles
to keep our patients, ourselves and our families safe. Let’s be especially vigilant to show each other the same understanding and compassion we show to our patients.
4. Feed your soul. Pay attention to what will renew and redirect you. For me, it is Scripture—specifically Psalms. David’s honest words evidence the fear, anger and despair that many people are feeling and demonstrates the hope we can find by trusting God.
5. Laugh—often. Connect with what makes you giggle. Favorite shows, people, games or family “remember when” stories.
6. Treasure every day. Keep a list of daily ‘happies’ or things you’re thankful for. Put it on a wall or mirror and read it when you feel overwhelmed.
7. Pay attention to others. Quite by accident, I started wearing a Priest’s collar around Hong Kong during SARS (another story). I was surprised
by the number of strangers who approached me and wanted to talk. In times of great upheaval people need someone to listen to their concerns and fears. Be that person.
This COVID-19 season isn’t going to end overnight. But with God’s help, each
of us can choose things that add life to ourselves, our families and our community. May we move through this time with hope, courage and kindness.
SPRING ‘20 · 5