TABLE 4.
Direct quotes on obstacles 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 |
|---|---|---|
| B1 | They had suggested these video calls, but every time I called for a video call, it was never available. So, I would say, “Give me the phone.” What am I supposed to do? I’m not going to call countless times just to get … by now, if there’s only one tablet, and everyone needs it, it was a bit difficult to even … communicate, I think | Family member, female, under 65 |
| B2 | For us, it was simply a matter of understanding, as we didn't have Wi-Fi. So, we had to figure out and buy SIM cards for phones; we didn't have anything already installed. In that case, since I’m not very knowledgeable about this, we had to involve our local IT specialist who guided us on what to do. Within six or 7 days, we resolved the issue, and then we could go get the devices, everything that was needed physically. Even there, it needed to be a quick response – “Yes, in a month” wouldn't have been suitable, you know | Manager, male |
| B3 | Visits were very frequent; there were family members coming every day. So, it’s clear that even video calls couldn’t happen every day because each facility had around 70 residents, so we also had to maintain continuity in care. Video calls were arranged, but not on a daily basis with all family members. The big challenge was that family members had to adhere to certain time frames or plan for the next week for the next video call | Manager, male |
| B4 | You can’t go to dinner anymore, I’m fine with that, but certain things, certain meetings should be arranged individually and not limited to these 45 min which are just too tight. Because 45 min, you know, I mean, while working 100%, working in Bellinzona, it’s not like I can just go up there. I can manage a couple of days a week, but my sister-in-law is always there, there’s always someone. But I mean, I’m not at home all the time, so I can’t go at any moment, and I have to adhere to their … their schedules. Do you understand? | Family member, female, under 65 |
| B5 | However, these video calls were set up, and they were generally well-received. There, the challenge is a bit for those who don't hear well, those who don’t see well, or those who are a bit confused and don’t understand what it is. It could possibly complicate the situation, you know | Doctor, female, more 10 |
| B6 | Given this, as I mentioned earlier, it’s a bit difficult to communicate with a person who has Alzheimer’s through a video call, you know | Family member, female, over 65 |
| B7 | With my mom, it’s a bit more problematic in terms of communication because she doesn’t hear well even on a regular phone call; she struggles to understand. And there was a small issue because communication with her didn't happen for a certain period | Family member, male, over 65 |
| B8 | Well, I’ve suffered because, um, I regularly talked to my mom, but evidently, um (pause), due to having quite a severe condition – she has a serious neurodegenerative disease – it’s difficult on the phone (pause). It’s really, really tough, so, um (pause), how can I put it, yes, of course, maybe she enjoyed hearing my voice, but (pause) she can’t respond. It’s not like I’m having a normal interaction with her; it’s very different | Family member, female, under 65 |
| B9 | You see, there are small gestures. Maybe [the family member] tends to lower the mask to make themselves recognizable because even there, seeing the eyes is fine, but facial expressions are not the same | Nurse, male, more 10 |
| B10 | Now they don't wear gloves anymore, but until last week, it was a cap, mask, gloves, and gown … when they came in with an older adult, the elderly person would get scared. (…). The first time it happened, I was dressed like that, and … and she didn't recognize me. She can't recognize, and let alone … so she got scared, tensed up, became nervous, and I had to call the staff to take her to her room | Family member, male, under 65 |
| B11 | For me, the only way to connect with my mom is through touch, caressing her. But now, even that is restricted; you have to be careful, wear a mask. Then she always asks me why I’m wearing the mask, she says, “What’s on your face?” Most of the time, she ends up pulling it off. She doesn’t understand, and this is also distressing – not being able to kiss her, not being able to touch her. That’s the only way I have to communicate with my mom, and I can't do it. Okay, fine, for me, just seeing her is enough, what else can I do? But, well (sighs) | Family member, female, under 65 |
| B12 | The duration of 45 min is indeed quite long in some situations, and even here, not only have the bookings for visits decreased, but also the length of each individual visit. Now we have an average duration that doesn't exceed 20 min because topics are exhausted fairly quickly. On the other hand, we also have cases of residents who are finding it increasingly difficult to sustain a conversation, and this has led to a gradual decrease in both the number and duration of visits | Manager, male |
| B13 | We started to gradually open up in this sense as well. For some, it worked very well, but for others, not so much because there’s not much familiarity with using these tools. So, what do I look at here? Oh, it’s me, yes, they see themselves reflected | Animator, female, more 10 |
| B14 | Well, it was difficult for my aunt to have a phone placed in front of her and (pause) try to get her to talk. I could see she was looking everywhere except at the phone | Family member, female, under 65 |
| B15 | But even with the video call, at first, she might recognize you, but then … and then, yes, it’s a video call, but there was always someone else present. So, she would look at the other person and say, “Am I doing it right?” It’s a bit like that, the communication was always tied, well, I can't say many things to my mom, like “How are you?” and those things, and that’s it. Because you can’t have a longer conversation with her. She doesn’t keep up with the conversation on those matters. But let’s say there was no privacy. And it’s still the same with these conversations. Because you’re downstairs, and there’s a separation that divides you, and you hear what others are saying, and they hear what you’re saying. I don’t share any secrets, for heaven’s sake. But the other time, there was a lady downstairs who couldn't hear well and kept shouting all the names of the relatives, and I had to speak into my mom’s ear, otherwise my mom wouldn't understand (laughs) | Family member, female, under 65 |
| B16 | I had brought her a flower, they told me it was allowed to bring one, but she didn't receive the plant. I had also written a little note with a small thought from my brother, and she never received it … it’s these things that are missing | Family member, female, under 65 |
| B17 | Well, now, at the moment, um … let’s say (sighs) … my thought is for cases like my mom’s, that is, with dementia, with real difficulties … because my mom resists going to the meeting points. Because she has her … outside her room and her floor, she struggles to … loses her bearings, and so she opposes it, even though she sees us in the garden, she sees us in these meeting rooms, but she’s angry there, a bit disoriented | Family member, female, under 65 |
a
Source column is organized as follows: role, gender (m male, f female), age (for family member) or years of experience (for healthcare professional).