Collaboration Inside Carilion and With Our Community

In response to the visitation restrictions during the COVID-19 pandemic, CRMH implemented patient communication liaisons. These liaisons are equipped with mini iPads and mobile video-chat apps such as Face-Time.  Patients can schedule a time with the liaisons to video chat with their family at home. This process has worked well for family members who have a video/capable device.

Last week, we were asked if we could assist families staying at SpringHill Suites with the ability to video chat with their family members in CRMH.  SpringHill Suites is located less than one mile from CRMH, and families staying at the hotel typically are those with family members who are critically ill in the hospital. The challenge identified is that many of these families only have access to a flip phone. 

Carilion leadership agreed we could establish a Carilion video device (iPad) at the hotel. The Carilion team, including members from TSG Information Security, the TSG mobile team, Clinical Informatics, Digital Health, and the enterprise staffing/Patient Liaison team, worked to establish a workflow. Then we collaborated with the management team at SpringHill Suites to implement this solution. This effort is a clear example of Carilion’s collaboration value, including multiple internal teams and community stakeholders.

Now, families at the hotel can request hotel staff assistance to coordinate with CRMH patient liaisons for a video visit with their family member. We have had several families at the hotel connect with patients since implementation late Friday. These patients and family members have been so thankful to be able to have a video visit. Everyone on the team expressed great personal satisfaction from this successful effort to help people who are separated from their hospitalized loved ones to virtually visit with each other.