Virtual Visitation: Exploring the Impact on Patients and Families During COVID-19 and Beyond

Abstract

Objective: Northwell Health, New York's largest health care organization, rapidly adopted technology solutions to support patient and family communication during the COVID-19 pandemic. Methods: This case series outlines the pragmatic, interdisciplinary approach Northwell underwent to rapidly implement patient virtual visitation processes during the peak of the initial crisis. Results: Implementation of large-scale virtual visitation required leadership, technology, and dedicated, empathetic frontline professionals. Patient and family feedback uncovered varied feelings and perspectives, from confusion to gratitude. Conclusion: Subsequent efforts to obtain direct patient and family perspectives and insights helped Northwell identify areas of strength and ongoing performance improvement.