TABLE 3.
Direct quotes on facilitators to communication between resident and family member, from a study on communication in nursing homes during COVID-19, Bellinzona, Switzerland. 2020
| ID | Direct quotes | Source a |
|---|---|---|
| F1 | We installed many glass panels, and this allowed us to facilitate communication through the glass. So, family members with phones on one side and residents with phones on the other could have video calls | Doctor, female, more 10 |
| F2 | I have to say that a couple of times I managed to make a video call because, um, with the help of the staff inside the elderly care home, they suggested I do a video call (pause). So, this was truly wonderful and positive because I was able to at least see her, and (pause) it helps, you know | Family member, female, under 65 |
| F3 | Among the various options that emerged again for meeting, I believe the one that made the most sense was the possibility of physical contact, even just placing a hand on their shoulder or giving them a hug. For someone like my father (pause), it means much more. There’s much more communication happening physically than verbally, as he is both deaf and certain concepts don't (pause) immediately get through anymore | Family member, male, under 65 |
| F4 | Then we immediately started with video calls, which clearly lowered everyone’s anxiety levels because they could see each other and assess from the visual cues whether the person was well, if there were any changes, if they looked pale, happy, sad, or whatever. It wasn't solely based on mutual trust but also had a tangible proof of how their resident was doing | Manager, female |
| F5 | I reiterate that I was happy that I could see her, if she was doing well, if she was dressed nicely, even that. Not that they don't treat them well, but sometimes nobody goes and (pause) that thought crosses my mind. When I go there and see that something is off, I always tell them | Family member, female, under 65 |
| F6 | Yes, they were well received by both the family members and the residents (pause). Of course, as I mentioned, those with cognitive deficits struggle to understand “why can't I touch,” but they could still communicate, and that definitely reassured them that “they haven’t forgotten me because they still come to see me,” even if they can no longer have physical contact. So, they were positively received | Nurse, male, more 10 |
| F7 | I call her regularly twice a week, and (pause) for her, it’s more rewarding because if she wants to say something, she tells me more calmly (…) yes, because at least those 5 minutes of distraction, she talks afterward, if she’s in the mood for it, in 30 seconds flat (laughs). It depends on her mood (laughs), but afterward, I might hear her smile, and then she always thanks me (sighs). It’s a bit difficult, you know | Family member, female, under 65 |
| F8 | However, the directive allowed this in specific situations, always with the involvement of the medical director, as it always happened. But, once it was over, the family members were usually present shortly after the passing, so they were always there at the moment of departure. But the first thing they told me as they left was “Thank you,” all of them, not just one but all of them, “Thank you.” That was their initial reaction. Being able to share that last 5, 10, 30 min, an hour of their loved one’s life – “Thank you.” This is something that’s difficult to negotiate, so to speak | Manager, male |
| F9 | [Interviewer]: Yes. Do you know if this measure satisfied this lady? [Respondent]: Absolutely. Very much so. Especially because there were several siblings, so they could practically take turns visiting her every day, you know. And everyone was able to be close to their mom during this time of … the end of life, you could say. It’s worth mentioning that … um … this lady practically didn't recognize any of her children anymore. So, in the end, it was the same for her whoever came, but not for them. This is important. Because she’s their mom.” |
Family member, male, over 65 |
a
Source column is organized as follows: role, gender, age (for family member) or years of experience (for healthcare professional).