Netcare today launched
a dedicated support line to keep next-of-kin informed on the status of their
loved ones who have been hospitalised with COVID-19 and, where possible, to
facilitate direct communication between patients and their families.
This is in
line with the healthcare group’s focus on placing each patient in hospital and
their loved ones at the centre of the care provided to them.
“The significant surge in
people with COVID-19 infections requiring hospitalisation has forced us to
focus our attention primarily on optimising our clinical resources to provide
the best and safest care possible for all patients,” says Dr Richard Friedland,
chief executive officer of Netcare. “Unfortunately, as a result of the strain on
our resources, communication with patients’ loved ones has at times been
affected.
“We
understand that the hospitalisation of a loved one can be very stressful and
anxiety provoking for the next-of-kin, especially during this time when, in
order to mitigate the risk of the virus spreading in our hospitals, visitation
has been suspended other than in exceptional cases.
“As a result and in an effort
to improve communication, we have set up the Netcare Family Connect Line. This makes it possible for families
to engage with dedicated personnel, mainly social workers who we deployed for
this purpose, for information on the status of their loved ones admitted with
COVID-19 to any of our Netcare hospitals countrywide, whilst enabling us to maintain
patient confidentiality,” Dr Friedland explained.
“We understand how crucial it is for families to know how their loved
ones in our care are doing, and this new service is dedicated to fulfilling
this need,” Dr Friedland says.
The number for the Netcare Family Connect Line is 0800 111 266. It will be operational weekdays from 08:00 to 18:00
and weekends from 08:00 to 17:00.
The Netcare Family Connect Line service enables patients’ next-of-kin to connect with
one of their team of trained call centre professionals, who will facilitate the
feedback process. A dedicated Netcare representative at the hospital where the
patient is cared for will obtain information on the patient’s status, and will
personally phone the family member to provide feedback. Messages to and from
the family and patient will also be relayed where direct communication between
the family and patient is not possible. Feedback will be provided within hours of
the first enquiry and thereafter on a daily basis.
Netcare has, since the start
of the month, already recruited and deployed 30 social workers to support patients
and their families in non-clinical patient
liaison roles, which enables healthcare workers to focus solely on their
clinical and nursing duties. Netcare hospitals are in the process of expanding
the number of social workers to ensure that their services will continue over
weekends too.
“Already, we are seeing the profound value that the social workers’
efforts have brought for families through facilitating better communication in
these unprecedented times, and we believe that this telephonic support service
will enhance connection between patients and their loved ones even further.”
How the Netcare Family Connect
Line works
To ensure that loved ones stay connected to patients admitted to Netcare
hospitals with COVID-19, Netcare has established a national Family Connect
Line, with dedicated Netcare personnel deployed as liaison between patients and
their next-of-kin.
Here’s how to use the line:
- Phone
0800 111 266 during the Netcare
Family Connect Line’s operating hours: Mondays to Fridays, 08:00 to 18:00 and
Saturdays and Sundays, 08:00 to 17:00. - Provide
the call centre professional with the patient’s case number, which will enable them
to immediately identify the patient and the hospital where he or she is being
cared for, as well as with your name and surname. This case number is sent via
sms to patients admitted to hospital as from Monday, 18 January 2021 as well as
to those listed as their next-of-kin. - Should you not have the patient’s case number, the following information will be required:
– Patient’s name and surname
– Patient’s ID number
– Hospital where the patient is being cared for
– Date of the patient’s admission
– Your name and surname
- The call centre professional will relay your enquiry to a dedicated
Netcare representative – either a social worker or patient liaison officer – at
the hospital where the patient is cared for, who will confirm with the patient
that we may disclose information on their status to you. - The dedicated
Netcare representative will contact you telephonically within hours, with
information on your loved one’s status. In cases where the representative
cannot facilitate direct contact between the patient and family, they will also
relay any messages to and from the patient and family, and will continue to
update you on the patient’s status on a daily basis during their hospital stay.
