Table 2:

Example quotes under each theme

Theme 1: OHIS for medical treatment

My mom has to get up at 4 am every day to register in the hospital. The hospital is overflowed with pneumonia patients. It has been 8 days since my mom was confirmed, but the doctors still refuse to hospitalize her. We have contacted many hospitals, only being told that there is no vacant bed. Please contact me if you have information about vacant hospital beds.

We have been rushing between hospitals every day but cannot get confirmatory testing. On February 2, we arrived at the Seventh hospital as early as at 7 am, when we heard that they are open for the test, but only being told that the test for that day had been used up.

After rounds of negotiation, we got the infection confirmation. [….] The current situation is that you could by no means get treatment even if you get confirmation result, unless it is through the unified arrangement of the organization. It is also unknown whether the so-called designated hotels really exist.

My father is completely bedridden. We have called emergency service. The ambulance took us to several hospitals. They were all full. We could only take him back home. He suffered a lot in the process. Please tell us a place that can admit.

Theme 2: OHIS to manage self-quarantine

The doctor suggested that we stay home and take medicine. But after taking a large amount of antibiotics for one week, her condition is getting worse. She has continuous fever with serious diarrhea and vomiting. We are in lack of food at home, with only some rice and noodles. Cannot supplement nutrition to her. She is getting worse and worse. She cannot even move for return visit to the hospital.

Now all my family members are infected, except my ten-month-old baby. She may get infected anytime staying with me. But the problem is that there is nobody can look after her. Is there any volunteer in Wuhan can look after my baby? Please save her, she is only ten-month-old.

My mom could not get out of bed, so I cannot be absolutely isolated from her. Now the neighborhood is locked down and the medicine is gone. Is there any suggestion for urging the neighborhood committee to carry out effective and professional quarantine?

Now my wife, my granddaughter and I are all infected. My daughter has passed away at home due to a lack of proper treatment. We are forced to get infected by each other. Now how can we, as two elders, look after my granddaughter? We eagerly ask for help to save my granddaughter.

Theme 3: OHIS for tangible support

Due to the shortage of healthcare resources, my uncle had to stay home in self-quarantine. He walked for 1 hour every day to the hospital for injection because the public transportation is suspended, and driving is not allowed. The neighborhood committee does not provide vehicle for us. We called the mayor’s hotline and helpline, and they just do not answer the phone. Everything is just illusory.

‘My mom is seriously sick and cannot go to the hospital herself’; ‘in serious illness, my parents just held each other and moved step by step to the designated location’; ‘after walking for more than 1 km, my old wife just fell over in physical weakness’.

The neighborhood committee insisted that my mom had to be confirmed before getting hospitalized. But how could I take a paralytic old woman for test all by myself? My husband is in Guangdong and could not come back due to the lockdown policy. I have also had fever for several day. Please help us. Thank you for reposting for solutions.

My father could not get out of bed for injection after three days of fever. We are so anxious but cannot go back home due to the traffic restriction. My father is almost giving up. There is no family with him, and my father is emotionally broken down. Is there any volunteer with medical skills can go to help with injection, or help take my father to the hospital for injection? And hope the neighborhood committee could give some priority to him for medical treatment.

Theme 4: OHIS to navigate information discrepancy

We have received oral notification of case confirmation from the hospital yesterday. But the neighborhood committee asked for paper test report or short message before reporting our case to the municipal. But the hospital told me they could only provide telephone notification. They also told me that my case has been reported to the disease control center, saying that I could search for my case on the official website. But the neighborhood committee insists on a paper report or short message for hospitalization arrangement. Please help us get hospitalized as soon as possible.

She was first sent to a cabin hospital but was further returned to the neighborhood committee at midnight, as her blood pressure was too low to measure. She is in bad condition and did not get good rest after rushing around for a whole day.

The neighborhood committee told us that there was vacant bed for my mother. […..]But soon we realized there was no bed at all after arriving at the hospital. There were several hundreds of patients queuing before us. […..] Too weak to wait longer, my mother had to come back home. Why did the neighborhood committee tell us firmly that there was vacant bed for us while actually there was only endless waiting in the hospital? [….] Please help us contact the hospital for treatment.

After the province imposed a command to admit all the patients before February 9, the neighborhood committee notified us in the evening that my grandma could be hospitalized. However, it turned out to be a community clinic with no medical workers or treatment. It is also unknown when we could be transferred to a qualified hospital. It is just for completing the provincial command. Patients are all admitted, but not in hospitals. Can anyone here tell me how we can transfer to a professional hospital?