Development of a Novel Communication Liaison Program to Support COVID-19 Patients and Their Families |
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| Authors: | Adam D. Lipworth Elizabeth J. Collins Sheri A. Keitz Paul J. Hesketh Frederic S. Resnic Joanne M. Wozniak Anne C. Mosenthal |
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| Affiliation: | 1. Division of Dermatology, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA;2. Division of Palliative Medicine, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA;3. Department of Medicine, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA;4. Lahey Health Cancer Institute, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA;5. Division of Cardiology, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA;6. Division of Pulmonary and Critical Care Medicine, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA;7. Department of Surgery, Lahey Hospital & Medical Center, Burlington, Massachusetts, USA |
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| Abstract: | In the spring of 2020, our hospital faced a surge of critically ill coronavirus disease 2019 patients, with intensive care unit (ICU) occupancy peaking at 204% of the baseline maximum capacity. In anticipation of this surge, we developed a remote communication liaison program to help the ICU and palliative care teams support families of critically ill patients. In just nine days from inception until implementation, we recruited and prepared ambulatory specialty providers to serve in this role effectively, despite minimal prior critical care experience. We report here the primary elements needed to reproduce and scale this program in other hospitals facing similar ICU surges, including a checklist for replication (Appendix I). Keys to success include strong logistical support, clinical reference material designed for rapid evolution, and a liaison team structure with peer coaching. |
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| Keywords: | COVID-19 communication liaison ICU surge redeployment |
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