An evaluation of the effectiveness of a unique patient experience response program that provided virtual, visual and emotional connectivity to patients and families during the COVID-19 crisis

In April 2020, the New York State Department of Health issued guidelines regarding suspension hospital visitation due to coronavirus disease 2019 protect staff and patients prevent spread virus. Recognizing that would need extraordinary emotional support as they faced this frightening journey, two hospitals from a health system in national epicenter provided avenues bridge gaps connectedness communication. Our program virtual, visual connectivity by utilizing repurposed serve patient experience ambassadors. This reduced burden on clinical while preventing furlough. A descriptive correlational study was conducted measured satisfaction connection provided. Subjects recruited for included family members who used virtual platforms. Variables were using Likert – type scale ranging excellent poor. Relationships between variables examined. revealed participants satisfied improved connectedness; an adequate alternative limited visitation; peace closure end-of-life situations. Respondents with ambassadors recommend program. The overall rating “good” (Mean = 3.267 SD 0.1039 Range 3.12 3.37) indicating moderate high degree satisfaction. There statistically significant differences responses connectedness, visits versus others. no hospital. communication platforms successful providing bridging gap their loved ones.