When a no-visitor policy was implemented in our complex continuing care facility, my feelings were mixed. I was relieved that we were slowing the entry of the virus into the building. At the same time, it hurt to watch family and caregivers scramble to have things just right before their departure. Reminders of home were readied at the bedside. Toenails were trimmed. Moments were savoured. In the following weeks, despite my growing anxiety around the pandemic, I could not help but feel lonely. Family and caregivers are an essential part of the larger care team. When one patient returned to our facility after recovering from an acute illness, I felt empty without the presence of his devoted mother, who was always by his side. It felt incomplete to be welcoming his return without her, so I took a chance and logged into the iPad that had been left at his bedside. Sure enough, as I had hoped, there was her name waiting in the Contacts app. And so I surprised her with a FaceTime call. There were tears and joy that cannot be described, only felt. Not a single medication was discussed, but did that matter? This moment reminded me of what is most important to me as a pharmacist: finding fulfillment in human connection. This is what I think about when fear starts to creep in—attempting to bridge the physical distance between myself and the patients, colleagues and people in my life.
—Lynda Mao, BScPhm
Toronto Rehab–Bickle Centre
Many of the endocrinologists in the Calgary area will refer their patients with diabetes and obesity to community-based educators to provide ongoing follow-up and care; the majority of these educators are community-based pharmacists. Due to COVID restrictions, many pharmacies were not equipped or able to offer consultations, as they did not have adequate support to provide these virtually.
Our team was aware that these patients still required ongoing care; therefore, we transitioned our consultations to phone or virtual platforms. This ensured that patients were still receiving valuable education and striving toward their health care goals.
Patients were immediately excited to work with us, as they were able to stay safe in the comfort of their home. We also delivered any new medications or refills directly to their home through a contactless delivery courier.
It was very rewarding to be able to innovate and ensure that patients with chronic diseases received the care they deserve. I feel that we were able to provide almost a higher level of care virtually, as it was very convenient for the patients and they seemed motivated for more frequent follow-ups.
Our main challenges surrounded patients who were not as tech-savvy and struggled with their webcams or with accessing links to virtual consultations in emails. We developed tools for patients that complemented our phone or virtual consultations to ensure step-by-step instructions were followed, such as with injection training.
—Dan Burton, BScPharm, PharmD, CDE, CBE, APA, CAC
—Stephanie Gysel, BScPharm, CDE, CTE
Calgary, Alberta